Alright wski4fun, since you are bored please educate me. Can you give some examples of these large companies? How do you know the new customer is a good one? Was the bad customer bad from the beginning, or was it a good one that went bad? The higher rate of return, does it mean you underbid the first customer? And if so, then is that what makes him/her a "bad" one? Is that the customer's fault? Or is it yours for not living up to whatever original agreement there was? Define a "problem" customer. And why would you spend too much time with them? Again, is it because the account was underbid? Was the service clearly explained and agreed in writing with the customer? Business 101, define your customer profile and then target them. More resources than they are worth? Not if priced correctly, right? Let me share with all what my understanding of a pita is as defined on this site: "I screwed up and lowballed/underbid this account and now they expect me to do what I promised I would, but now I realize I can't do it and make decent money, so I'm going to fire them because they are a pita." With some exceptions, a lot of posters here haven't got a clue how to communicate/manage customers while providing quality service. Everyone wants to be their own "boss" but what that really means is that they just want to ride a mower and not be bothered with people's problems, specially customer's. Sorry for the long rant.