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The only problem to this approach is one of the lack of human contact. A client who has called support to say they will be late, and then their account is shut down automatically, whether because someone forgot to make note of it within ubersmith or because the company didn't implement such a system, is ALWAYS going to leave you with an extremely unhappy customer. You are indeed right that more time should be spent welcoming new clients, but not putting man hours into following up with non-paying customers is an even greater mistake.