John Pascall

Building a better business by understanding ‘that’ customer

Let’s tackle a very difficult but extremely important topic: the black hole customer and how to divorce them.
The science buffs among you are already well familiar with the scientific concept of the black hole: the astrological area that remains when very massive stars collapse at the end of their life cycle. After a black hole has formed, it can continue to grow by absorbing mass from its surroundings. Its gravitational force is so strong that nothing can escape, not even light, hence the name – black hole.