MOST FIRMS SPEND most of their time trying to attract and retain customers. Most of the time, this is exactly what should be happening—but most managers (especially in service industries) are aware that some customers simply are not worth keeping. How much better would it be if they were discouraged in the first place? After all, finding out that they are not good customers involves making some effort.
Frizzell Insurance specializes in insuring people such as teachers, civil servants, and local authority workers—people who, by their career choice, show that they prefer a safe, quiet ...
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