Forums: Discussions for entrepreneurs and small business.

Along the same line I want to explore the issue of when should we fire our customer? At one point do we let them go,  and if we do fire our customer how do we do it? As I suggested to one company I was working with to help resolve a customer`s complaint, refer her to the competitor you dislike the most, (I was only kidding so please do not send me a bunch of hate mail), although, in a worst case scenario and if you do have a competitor who is out to hurt YOUR business-it might not be a bad idea to refer your "fired" customers to them. So, what do you think? Let me know your thoughts. To YOUR success! Harold, HaroldSays. Chief of Helping People

I think when a customer`s demands exceeds their value, it`s time to invite them to shop elsewhere.  I was reading somewhere the other day that a store manager would deal with unruly and demanding customers by saying, "I don`t believe we are going to be able to please you here.  Here is a $10 gift card for one of our competitors.  Perhaps you will find satisfaction at their store."  The manager figured it was worth $10 to get rid of a customer who was consuming more time and energy then they were worth.  It`s often the low-dollar customer who has the highest demands.  They think they are doing you a favor by spending $3 that day and then treat you like dirt for the pleasure. 

Some customers you can`t afford to have.

~Kim

ScrapBiz

Kim,

Great post and  insight. I would agree with you wholeheartedly. Thanks for sharing your thoughts about when a company should "fire their customer." 

Time vs. Return.  When you are starting out, you might accept different challenges from customers, and when you continue to grow...you have to weed out the bottom 10% that is taking up 20% of your time! 

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www.donedealleasing@gmail.com

We do it one of two ways -- we either set their pricing so high that they willingly look for someone to replace us.  The second way is to council them on how they can save more money -- and refer them to someone else.

Problem customers are just that.

 

Daye

Roday Signage, LLC

Perception Is Everything...Expand Your Possibilities...

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Perception Is Everything...Expand Your Possiblities

I think the first thing to realize is that there is a problem in the first place.
As others have stated above, if the client`s demands are out weighing
their value, there`s a problem. Also If the client is bent on receiving a
champagne product or service on a beer budget, even after a full
explanation of what you are providing, there`s a big problem at hand.

Ultimately, it comes down to setting boundaries and limitations that are
professional and reasonable. That sets a value for what we provide and if
a client can`t recognize or appreciate your business` value, it is time to
move forward and move on without them holding you down.

Good luck!

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------ Soulfre Interactive Media Group - Soulfireimg.com IGNITE YOUR PASSION - Custom Website Design & Development - Ecommerce/Content Management/LAMP Specialists - Website & Email Hosting Solutions - Graphic Design - Print Service

I think there are a few other things to consider before shooing away a problem client.  Ok, yea profit on their projects is definitely something to consider, but what about all the other business they potentially bring in?  Are they happy with your company overall and are just problematic with their projects?  How many referrals are you getting because you`re willing to put up with their antics?  Are they complaining because of a lack of communication somewhere down the line or are they just chronic complainers?  I would take all of these into consideration... we all have our problem clients, but sometimes looking at the whole picture can save you time, money and lost business.

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Jen Walter
Creative Director
JW Design Center
www.jwdesigncenter.com