Kitchen and Bath: Getting Choosy About Your Customers

One of the truer cliches in the kitchen and bath business is that the customers you don’t sign are as important to your success as the ones you do. You know the kind of clients I’m talking about. An example from our business a few years ago was the couple we referred to as our “clients from Hell.” We had a contract to add on to their house. They seemed very nice until construction began, at which point doors were always locked and we had to obtain permission to enter each time we walked back inside from the truck. The woman spent her days either eavesdropping on our tradesmen, or watching them through the window. One of our