Not really ipodman...becuase I don't handle support tickets that much (staff takes care of that) I normally have a lot of free time, so it is easy for me to deal with lots of clients who need a lot of help, or you can't understand them, or what ever the reason may be. But, if your low on staff and this person doesnt pay much each month and has a lot of needs then sure, let him/her go.. But, that client will refer more people than anyone else you may host..As he will tell everyone how helpful your company is.