I 've fired 2 people if my life. An apt description was they fired themselves. The first thing I'd do is look over void and cancellation reports. I'd call the customer and pretend to be a company rep asking about their experience. Were you satisfied? how was the quality? etc. My final question was you paid X amount of dollars. Do you believe it was fair value? They'd say either yes or no, it was too expensive or I got what I paid for. I knew right then either answer proved my suspension. I'd call HR and they'd tell me fire them. We have a good legal dept. we'll take care of the rest.