The 2% Club: where 2% of your customers give you 98% of your problems. How to recognize what it is and what to do about it.
1:30 Mike introduces the concept of the "2% Club"—the small percentage of customers who create most of your problems—and explains why handling them is key to business success.
6:00 Brook reflects on a past job where the customer had a valid complaint and how owning the mistake turned a tense situation into a productive one.
10:15 Mike shares a story about a customer with 100 sticky notes and how failing to set boundaries cost him both time and money.
20:00 Brook talks about intentionally avoiding problematic customers and learning to spot red flags during estimates.
26:00 Mike explains why they now charge for estimates and how it's a strategy to filter out time-wasting inquiries and non-serious clients.