I've sat in on some really gross calls in which my CTO at the time berated DO support for issues that didn't _really_ exist in an attempt to get better rates, or practically yelled at them when minor hiccups occurred in our infrastructure. It was very painful to sit in on. They were remarkably patient and cool about it. I suspect there are many people like him out there sucking up their time and resources.

Unless you're a business that differentiates itself with good customer support, you can just fire expensive customers.

You could, but there would be a significant risk of serious reputational harm.

This is probably what I would do. Keep around the high margin customers like the OP, but do something with the Complainy Pants Inc; either force-migrate them to a higher cost service tier, throttle them until they leave, or maybe just slow down their service.

The key to remaining competitive in cut-throat industries is knowing where to spend your limited time and money.

And now you've discovered the business model for Planet Fitness.

"either force-migrate them to a higher cost service tier, throttle them until they leave, or maybe just slow down their service. The key to remaining competitive in cut-throat industries is knowing where to spend your limited time and money."

How does this apply to Planet Fitness in any way?

Lunk Alarms are exactly this: a mechanism for ridding your company of high cost / high maintenance users to focus on the more profitable ones.