Sales and Marketing

RE: Firing a customer

MDF2008 — Tue, 22 Jan 2008 10:50:27 GMT

Times have changed, excellent article.

RE: Firing a customer

intechspecial — Mon, 07 Jan 2008 23:03:35 GMT

A good article, but this should be an already seen issue with any business owner.

If a customer is satisfied, he will spread the word to maybe 3 or 4 people.

If a customer is dissatisfied, he will spread the word to an average of 20.

The customer is always right, try to find a "positive way" to release those damaging customers.

RE: Firing a customer

UniqueArt — Wed, 07 Nov 2007 18:26:46 GMT

This is a wonderful article. I have had to fire a few myself. The nice thing is they came back with a better attitude. My customer service is my leading force and once those clients worked with other providers they realized they had something good with me.

RE: Firing a customer

DeniseMM — Tue, 06 Nov 2007 01:05:58 GMT

What this article is missing is how to prevent getting difficult customers in your business in the first place. When it happens - it's not a mistake. If you're getting customers that are difficult on a regular basis it's because there's a gap between what your marketing message says and the products/services that you truly provide. There's a gap in expectations and perceptions on the part of your customers.

When I work with my marketing mentoring clients I teach them how to create marketing that's a more perfect fit in explaining your products and services with the kind of ideal customers that are right for your business. Yes, I agree with firing a customer if they're not right for you - and what you offer. Especially with a service oriented business. If it happens once - shame on them. But if it happens with any kind of regularity - shame on you.

all the best,

Denise Michaels
Author, "Testosterone-Free Marketing"

Visit me online at http://www.MentoringwithDenise.com

RE: Firing a customer

accttg — Fri, 12 Oct 2007 17:20:46 GMT

Thank you Reed Richardson. We have had many meetings on this subject and your article is clear and to the point. I have sent a copy to each of our employees.

RE: Firing a customer

joescoppa — Wed, 10 Oct 2007 17:41:09 GMT

This is so true. 5% of customers just aren't worth it. We actively try to get these customers to go elsewhere. Unfortunately, when you are in a business (insurance) which has strict laws regarding cancellation, it can be challenging. We have found our insurance company partners (we are an agency) are very willing help us with this problem. In our business, communication between agency and companies has allowed us to relieve ourselves of some of these unprofitable customers (some of the tools the companies can legally use to cancel insurance policies include nonrenewal and refusal to take late payments). The key for us is to communicate with our company partners who the unprofitable customers are so they can help us.

RE: Firing a customer

BeadBuddies — Wed, 10 Oct 2007 16:53:21 GMT

A good article! This reinforces what I have done in my small business, BeadBuddies.net. I originally started my business to get away from the hassles of working for someone else. When my first "demon" customer shopped with me I quickly decided this customer would do better shopping with my competitors. I now am very quick to refer problem customers to my competition. After 3 years I still love my business and my customers can tell.

RE: Firing a customer

BDS INC — Tue, 09 Oct 2007 00:37:53 GMT

This is one of the best articles I've read on this site. The customer is right "most" of the time, but when they are not, it could cost your business.

RE: Firing a customer

FashionGal — Fri, 05 Oct 2007 20:17:31 GMT

Not all customers are profitable. This reminds me of some customers that were extremely unprofitable to my clothing store - they would return items that they had worn!