I think the CEO stepped in and made a judgement that the customer was not going to be worth it. I'm not saying the call was the right one.

Everyone here seems to think I believe the CEO acted perfectly correctly and that I'm defending him. I don't, and I'm not. I'm saying both parties come out of this looking bad, but I can at least understand the CEOs actions, and even if I don't actually approve of them, I have some sympathy.