Mike Andes says about 20% of your customers generate low margins, complain constantly, and resist upsells. Raise prices on them. If they leave, that's the point. Keep the 80% who are profitable, responsive, and refer others.
The customers have low margin work, they never accept your upsells, they're always complaining, they have long drive times, they're the wrong demographic, they're way outside your service area, they complain after every service, raise prices on them, and if they leave, you've gotten rid of someone that is sucking the energy and life out of you. And if you resent your business and your team resents the business and their job because of 20% of your customers, just get rid of them. If all of your weekend's energy and time is spent focusing on 20% of your services, 20% of your customers, Get rid of them so you can focus on the 80% of your customers that love you. Take every upsell. They respond back to your marketing messages. They leave online reviews. They give referrals. Focus on those people.
