I have to be honest for a moment, and say my initial response was similar. But I shared an experience I've had with a similar student, and the struggle I had in deciding to let the student go. It was painful, and I felt remorse and like a failure. But, in retrospect, the student/tutor partnership had long dissolved and the time, energy, and money were not being well spent. It is, unfortunately, a decision all tutors face at one point in their career.
I could tell, however, that this tutor wasn't at that point. The way she was defending her student, and giving us more of the story, told me there was more to be said. I invited her to a private conversation about the situation, and it came out that she really wasn't ready to let this student go. Yes there was a problem, and yes she needed to find a solution. But it was not time to let the student go. So we talked about ways she could motivated the student, reward her positive behavior, and work toward a goal.
We spent a good amount of time talking about a reward program I use, that many other tutors I've talked with use as well. It's not a behavior chart like you'd see in a classroom, and it's not a system of pluses and minuses you'd see on a progress report. It's just a simple way to to help our students focus on their positive behavior choices, define a goal and work toward it, and then get a little reward for achieving the goal. I wrote about it a while back, here.
We then talked about what counts as a reward, because let's face it, tutors are not at the top of the earnings chart of the education world. If classroom teachers are poor, tutors are dirt poor! We want to buy little trinkets and toys for our students to motivate their progress, but we simply can't eat away at all of our profits, someone has to pay the bills. We came up with several activities that could count as a reward: playing a game on the iPad, drawing, having a lesson outside, or a "fun" lesson of the student's choice.