Save the situation! Tell your valued customer you are willing to hire an outside neutral person to help the two of you resolve your own conflict. You can tell your client the outside person will be a customer advocate, a neutral mediator, or just a facilitator of the dialogue.

A neutral person changes the dynamic. You both become less stuck in your position and listen to the others' perspective and interests. After all, we mainly want to be heard and appreciated for our good intentions. You will come to your own resolve for the least amount of resources.

If your client is not willing to engage in a discussion with a third party, use the outside neutral as your own on-call conflict coach. The coach can help you see how shifting your own mindset can often save the situation, while saving your self-respect.

It is worth the small investment and will let your customers know that you value your relationship with them. You may even avoid costly litigation.