Bad Customers
January 14, 2009
Most people understand the bane of bad customers, you dread their calls and whatever you do is never good enough. Don’t forget those that think they know it all, even though they are paying for your professional opinion, they don’t allow you to do the job you know you can do.
It boils down to the 80/20 rule; twenty percent of your customers are super stars. Dealings with them flies with ease and subsequently you succeed far more for them than anyone else. These customers should be held on to and looked after as they are what get you through the day.
You may find that within the other eighty percent there are some you will be better off without. Look at the time you spend trying to manage their moaning and dealing with their outlandish requests. The problem is that Sales often do not spot the warning signs and don’t say no to potentially unprofitable business.
Though not all businesses have the luxury of getting rid of their bad customers, if possible you should politely tell them that they would be better getting their product or service elsewhere. I know it may seem ridiculous to turn business away, especially with the current economic climate but you must look past additional revenue and think about increases in profit.
The fact is that not all customers are right, this is a myth and not all customers are profitable. Moving forward; determine what makes a good customer for your business; pass this brief onto your sales department. If an existing client crosses the line, sack them, some customers are just not worth the trouble.
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