How many do you want to get rid of?

[Steve]

How many of your customers would you like to get rid of before your next season?

What percentage of them?

[tiedeman]

Years ago I always wanted to get rid of on average 5 customers, but now I am hanging onto all of them. But I am more selective when I do take on new customers though. Lately, the only time that I will drop a customer is when they pay their bills late or haven't paid their bill.

To me, customers are more valuable these days compared to like 5 years ago.

[Steve]

So would you say that being more selective on which customers you take on has brought you to a position where they are better customers and you want to keep them?

Do you feel these two are related?

[tiedeman]

Yes, I do agree that being more selective has brought me great customers that I do not want to lose.

[Steve]

Was there any specific event that you remember that made you become more aware of screening customers before you take them on?

[tiedeman]

I think the major one is whether you can get anymore work out of them (upselling), instead of just one service.

[Steve]

Ah, very good point.