Firing the customers you can’t possibly please gives you the bandwidth and resources to coddle the ones that truly deserve your attention and repay you with referrals, applause and loyalty.
Even today, people are either hunters or farmers — those willing to move in an instant, and others more interested moving steadily and minimizing risk. Marketers, and even teachers, can’t reach both types the same way.
Laziness in a white collar job has nothing to do with avoiding hard physical labor. Instead, it has to do with avoiding difficult (and apparently risky) intellectual labor.