The unreasonable customer

There are a few reasons to tolerate the customer who makes unreasonable demands:

You promised you would

She helps you raise your game

Her word of mouth is very powerful

The cost of frequently figuring out which customers to fire is too high compared to the cost of putting up with everyone

It's probably worth firing a customer if:

He willfully corrupts your systems at a cost to other customers

Your employees are prevented from doing their best work in the long run

His word of mouth can't be changed or doesn't matter

He distracts you from delighting customers that are reasonable

In general, organizations are afraid to fire customers, no matter how unreasonable. This is a mistake. It's good for you.