One useful step is to calculate the true cost of a high-maintenance account before deciding whether to raise the price or walk away.
I'd track three things over 30 days:
Then compare the actual contribution against the original estimate.
Sometimes a price adjustment solves the problem. Other times, clearer boundaries or freeing up capacity is the better business decision.
Do any of you track these hidden costs separately from the original job estimate?
I like the 30-day tracking idea.
Extra admin time is easy to ignore because it doesn’t show up directly on the invoice, but once you add office time, reschedules, callbacks, and lost capacity, the account can look very different.
We’ve gotten better about looking at the full cost of serving a customer instead of just the revenue they bring in.
Sometimes a price increase makes the account work. Other times the better answer is tighter boundaries or freeing up the capacity for a better-fit customer.
