Seth Godin nailed this one
If you regularly delight your customers, but some small few just refuse to be pleased, it makes sense to cut them off. But when 50% of your customers are dissatisfied, and the only way for them to resolve problems is to call five times a day until they get through to someone who can fix it, you're attacking the wrong problem by getting rid of the squeaky wheels.
Kip Hawley is still an idiot.
Purveyor of Doc Hope's [link|http://DocHope.com|fresh-baked dog biscuits and pet treats].