We have techs that specialize in areas. Everyone works with every company. If a client needs a website changed or redesigned, one main person will deal with that. If equipment is out of date and needs to be renewed, someone else deals with that. 1st line support team, 2nd line support team etc. If a client drops, it's not a big deal, but it goes against what we're trying to do. Every client has so far bought another client with them to us. Actually we did drop one client. She is a multimillionaire that ran the top company in her field for a long time, but she would argue over a £14 phone bill. Wasn't worth the hassle anymore.