Hard work one [snip]
Oh I really feel for you with this one.

Once in a blue moon exactly this scenario comes along, usually when you are least expecting it and so it leaves you floundering.
Like you say, they are always really pleasant on the phone so it's a real shock.
One of the scariest bookings I ever had was with a lad who was great even for the first 5 minutes of chatting, then we got down to business and he was Jeckyll and Hyde.. Seriously abusive language and actions. I ran out into the street half dressed at 11pm, shaking like a leaf.
To this day I blame 'micro penis issues' as much as the strongbrew he was supping
[giant unnecessary quote redacted]