ForumsShop Talk

I guess the answer to your question hinges on just how important this particular customer is to the
survival or success of your business. If you have no leverage and are totally dependent on thsi customer,
than you have no real choice other than to just grin and bear it.

On the other hand, if you have an otherwise healthy and sound business and customer mix, my position has always been that life is too short to put up with unnecessary aggravation. In addition to this personal side, there is also the business side to consider: In other words, if a customer providing you with 10% of your revenue stream takes up 60% of your time and resources, that doesn't compute---time to dump that customer before his demands result in your neglecting your other customers and they begin to flee.

So I would suggest you resort to basic common sense to make your decision. You know deep in your heart if this customer is worth the trouble. If the answer is NO, then your first step should be to confront this customer and make an attempt to correct the inappropriate behavior. If this doesn't work, then do not hesitate to "fire" him.
AMSPCS

Hello,

I'm having a little trouble understanding exactly what has occured here. How has this one individual managed
to destroy your reputation among every other local business in the area? After all,this is nothing uncommon, ALL businesses have problem children who are impossible to satisfy. I think if you provide more specifics as to exactly how this has transpired, the community might be able to offer some good ideas as to how to defend yourself. Specifally, describe and define in detail the backlash you refer to. Either you're grossly overreacting to a painful expereience you have endured, or there is more than meets the eye which needs to be divulged before useful suggestions can be offered.

AMSPCS

This is absolutely true.

Let me tell you a little more about this customer, we will name them "Joe".

They needed a website but were on a budget, I worked with them on this level.

They also needed a logo designed, as well as the site to be listed #1 in google.

I designed a logo, to their complete satisfaction.

I also designed the website to thier complete satisfaction except for the following items:

The keyword they requested came up number 1 in a matter of a few weeks, They were not happy as this took to long and not all pages were listed in google as number 1. I think out of the 7 pages 5 came up on the first page in google, with 2 pages number 1 and 2 on the first page.

The site navigation was structured like you would see any other site, navigation buttons leading to different pages. This client had just recently learned to use a computer and the internet, so they were not able to navigate any website(other then google for a search or yahoo to look at confusing email), and got confused when they clicked on a button and new content came up. They did not understand why this happened and found fault in what I was doing.

So after spending well over 30 hours and a profit of $150, I simply stated to the client that I did not feel I was the best match for his needs, and that I am sorry it did not work out. I stated to him that I am sure he could find a web design company that could do better.

After tearing into my reputation, later he asked that I do more work for him, as he could not find anyone better at my rate. He was suddenly extremely satisfied with my work, and complimented me on all levels. I said I did not think I would meet his needs and told him politely no. He went on to further the negativity of my business and how dissatisfied my work was.

This was also my first attempt to help a business on a local level.

I have since then not tried to help any business as their is fear of the response.

I have revealed all that you need to know, if you would like to know what the highest percentage of my customers say, please take a look at the clients page, and then testimonials. You will also find on linkedin.com more references to my work, including someone that I have worked with directly.

Does this help to explain more?

Is their anything else you would like me to explain?

If I might ad, my business reputation is already destroyed because of having a disability that is misunderstood.

So it would not take much for someone to further destroy a reputation that is aleady "shakey".

Who trusts someone with a mental illness?

Who if anyone would want to do business with someone with a mental illness?

Very few if any, thats who.

So my first break to work with a customer and I get the worse possible customer possible.

........................yes this does seem to make sense to some degree. Although I am not sure how a feel about the idea of sending him to heaven. Care to expand on your meaning?

At my old job, i had a 2x4 with a nail in it.. Mmm... let's see someone talk back to that

In all seriousness, now. I deal with difficult customers by first listening to what their demands are, and then explaining (if applicable) why I am unable to help them. If they do not like my response, then I simply reassure them that I am doing everything in my power to help. If things continue on like they are, I give them one final explaination of our miscommunication. If it gets to such a point that it affects business, I will refer them to another provider and drop them as a client.