Fontana: Is the Customer Always Worth Keeping?
By Gino Fontana, COO, Transervice

High-maintenance, low-revenue customers can quietly drain resources—but many fleets continue to hold onto them at the expense of profitability and team performance.

In his latest FleetOwner column, Transervice COO Gino Fontana challenges the long-standing belief that every customer is worth keeping, urging leaders to take a closer look at the true cost of servicing certain accounts.

From applying the Pareto principle to prioritizing high-value customers to evaluating the impact difficult clients have on employee morale and retention, Fontana outlines a practical approach to protecting both margins and your team

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Gino Fontana, CTP, is COO and EVP at Transervice Logistics Inc. Prior to this, he was VP of operations at Berkeley Division and Puerto Rico. He has more than 35 years of experience in the transportation and logistics industry with both operational and sales experience.

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