OP, not meaning to be critical of you in any way, but I will express my thoughts since you have asked. People form impressions, and a person's perception is his reality. The MSC's/schedulers are our customers. Sometimes I go into a store where I am a customer and I get a negative perception from my visit and I avoid the store and shop in other stores. It may not be the store's "fault," it's just the way I feel because of personal perception related to the store. Why would I give my business to a store when I am annoyed when there are other stores I can give my business to? While it might be unfair to the store, I'm the customer and I can choose who I do business with. I know this is disappointing to you, but it appears from your post that your customer has a negative perception of you and you have lost her business. Is there anything you can do to correct her perception and mend fences so you might again be assigned to shops with the company?