> This detection process doesn't detect toxic customers, it detects corporate customers at large companies. For a small business with fixed pricing, a corporat

> This detection process doesn't detect toxic customers, it detects corporate customers at large companies. For a small business with fixed pricing, a corporate customer at a large company may well be a toxic customer. All the points you made hold true, but they also all increase the cost of the sale for the small business. If the product pricing does not cover the "high-maintenance-ness" of a large corporate which is expecting a corporate service, then why isn't this customer toxic from the point of view of the small business selling the product? OTOH, there are often purchasers at large companies who understand that they're buying a commodity product, can approve the purchase (based on the much lower price) and don't have such high expectations. It's all about being aware of expectations and declining the sale when they don't match, which is exactly what Rob identified here.