There are definitely times when you should tell a customer to go away. Any time a customer is seriously diverting you from where you need to be as a business, you have a potential time to say "find somebody else."
However, this customer was complaining about the core business, not some diversion. Even if he was diverting, there are far more appropriate ways to say good-bye.
It sounds to me like David heard once "don't keep customers who aren't profitable" but never internalized what that really means.
However, this customer was complaining about the core business, not some diversion. Even if he was diverting, there are far more appropriate ways to say good-bye.
It sounds to me like David heard once "don't keep customers who aren't profitable" but never internalized what that really means.