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When Firing Clients Protects Your Team and Increases Profit

📅 January 23, 2026 ⏱️ 26:24 🎤 Abe Faria, Jack Jostes

Chapters

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  • 0:00
    Firing Clients: BSBO
    Introduction to the concept of 'Better Served By Others' (BSBO) clients and its role in protecting employees and business.
  • 0:12
    Abe's Journey & CMS
    Abe Faria's career progression at CMS Landscaping, a full-service landscape company, from high school mower to general manager.
  • 0:30
    The Impact of Toxic Clients
    Discussion on how toxic clients create stress for customer-facing employees and the importance of addressing this issue.
  • 0:46
    BSBO Process & Benefits
    Explanation of CMS Landscaping's process for identifying and 'BSBO-ing' clients, and how it strengthens team morale.
  • 1:16
    BSBO for Business Growth
    How BSBO can be a strategy for refining client base, focusing on higher-value clients, and improving overall service quality and profitability.
  • 1:45
    Strategic Client Referrals
    The positive aspects of referring 'fired' clients to smaller, more suitable companies, fostering industry relationships.

Speakers

A
Abe Faria
General Manager at CMS Landscaping
J
Jack Jostes
Host

Key Takeaways

✦

Implement a 'Better Served By Others' (BSBO) policy to strategically disengage from clients that are toxic to your team or misaligned with your business model.

✦

Actively track client complaints and feedback to identify patterns of unreasonable demands or disrespectful behavior, informing your BSBO decisions.

✦

Prioritize your team's well-being; firing toxic clients demonstrates management's support and reduces employee stress, which can improve retention.

✦

Regularly evaluate your client base to ensure alignment with your current business offerings and capacity, 'graduating' clients who are better served by others.

✦

When 'firing' clients, especially those not fitting your ideal customer profile, refer them to smaller businesses or those better suited to their needs, building goodwill within the industry.

✦

Understand that reducing your client count, particularly lower-profit clients, can free up resources to better serve higher-value clients, potentially increasing overall profitability with fewer staff.

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