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Barter: It's Not Just for Doctors Anymore
Time was, in the country, the local “doc” was as likely to get paid with a couple of chickens as a couple of dollars. Doctors these days won’t stand for that, of course, but while some people have moved completely away from barter and stayed...
Communicating Value
Abstract: People buy for their reasons, not yours. This article covers the key elements that prospects want to hear you talk about. Always, but especially during lean times, effective sales professionals know the importance of communicating...
Customer Relationship Management
Changing consumer attitudes are driving Customer Relationship Management. Fuelled by Internet induced expectations and an even increasing mood of self reliance among customers, companies have to compete in an environment where communication,...
Outsourcing – A Positive Approach For Small Businesses
Outsourcing is the strategic use of outside resources to perform activities traditionally handled by internal staff and resources. Small business owners can outsource non-core functions to specialized and efficient service providers. It is...
Top Ten Things Customers Don�t Want To Hear�And What To Say Instead
Think back to recent conversations you had while you were shopping. Unfortunately, chances are very good that sales people who talked with you about their product or service used language that either surprised you, bothered you slightly, or...
 
"Fire" Your Bad Customers

Here's a concept to consider: some customers just aren't
worth the trouble. We work so hard to get customers, and
then work so hard to keep them, it's hard to grasp the idea
that we are better of WITHOUT some of them!

Let's face it; some people just don't "get it". They won't
be nice or reasonable, they need too much 'hand-holding', or
they haggle over everything. Lose 'em! Tell them politely
that they will be better off getting your product or service
elsewhere.

A local auto repair shop diagnosed a clutch problem and did
approximately $300 worth of repairs. About 2 weeks later
the clutch failed when I was 80 miles from home, and I had
to take it to a local Nissan dealer. They told me that the
problem was one of the parts that had just been replaced.

When I took the paperwork and bad part into the local repair
shop, he looked it over and took the position that he had no
way of knowing whether the part in question was really bad
or whether the part they gave me was, in fact, the part they
had put in. I told him that I understood that but I didn't
think that the dealer would have tried a blatant lie and,
the dealer's factory part cost less than theirs. He mulled
it over and decided to give me $150 credit because it
certainly looked like something wasn't kosher and, besides,
I was being reasonable and they didn't want to lose me as a
customer. Just the previous week they had had a "screamer";
someone who had a problem and came in there yelling and
screaming about it.

"I don't need that", he said. "I told them to take their
business elsewhere." Sometimes you've got to 'fire' your
customers!

I know a graphic designer in New York who had a


client that
was very slow paying. In fact, on several occasions he even
reduced their agreed-upon fee because of what he claimed
were "delays" caused by my friend that were totally
fabricated. He has asked her to do another project: she
told him "no".

Some customers need to be 'fired'.

In my software business the customers typically installed
the product on their corporate computer (not a PC, but a
large "mainframe"). The software arrived on a tape and the
process took about 2 hours. Some of them installed it with
no help from me whatsoever; some of them needed help opening
the box that the tape came in. The latter customers were
usually the ones that needed to be 'fired'.

It's important to define what you consider to be a "good"
customer or a "bad" customer. When someone crosses the
line, you have to decide whether that particular person is
"worth the trouble'. Only you can make the call, but you
may be surprised to realize that they aren't.

If so, send 'em packin'. You can't please everyone, but you
can wear yourself out trying to, so if the match isn't right
you both will be better off if you sever the business
relationship.

It only hurts for a second.

Then, a wave of relief will flood over you and you'll know
you did the right thing.

About the Author

"Make More Money and Have More Fun" with your small
business! Dave will show you how with his FREE newsletter,
"Big Bucks in a Bathrobe" sent by e-mail. Visit
http://www.TheStayAtHomeCEO.com to sign-up, for information
on speaking services, or for copies of past articles and
newsletters. Comments and/or questions are always welcome
at 1-800-366-2347 or Dave@DaveBalch.com.

 

Customer Service Group: Resources for improved customer service ...
Newsletters, books, and free online resources for improved customer service, call center and help desk operations including tools for enhancing rep training ...
www.customerservicegroup.com
 
Customer Service Training Customer Service Skills Training Service
Service Quality Institute is the leader in Customer Service Training with customer service training skills products and consulting with over 34 years ...
www.customer-service.com
 
ICS: Institute of Customer Service
The Institute of Customer Service is the professional body for customer service whose primary purpose is to lead customer service performance and ...
www.instituteofcustomerservice.com
 
International Customer Service Association
Promotes the development and awareness of the customer service profession through networking, education and research. Activities, publications ...
www.icsa.com
 
Customer Service Jobs on CareerBuilder.com
Looking for customer service jobs? Start your job search at CareerBuilder, the leader in job search sites, and access hundreds of thousands of jobs today.
customer-service.careerbuilder.com
 
The New York Times Home Delivery - Subscribe
Sign up now to save 50% on your first 12 weeks of Home Delivery. Learn more. As part of Home Delivery, you'll also get free access to TimesSelect premium ...
homedelivery.nytimes.com
 
Customer service - Wikipedia, the free encyclopedia
The modern concept of customer service has its roots in the craftsman economy ... Delivering customer service begins with understanding what customers want. ...
en.wikipedia.org
 
Customer service representatives
When working in call centers, customer service representatives are likely to be under ... Customer service representatives working outside of a call center ...
www.bls.gov
 
Customer Service Training
Customer Service Training, Seminars, Coaching, and free articles to improve repeat business, happiness, and professional image.
www.proedgeskills.com
 
Customer Service
(It may help the reader to notice the role of customer service in the overall ... Additional Resources in the Category of Customer Service and Satisfaction ...
www.managementhelp.org
 
azcentral.com faq - azcentral.com Help - Arizona Republic Customer ...
azcentral.com faq - Welcome to the azcentral.com help center where you can find answers to azcentral.com and Arizona Republic customer service questions.
www.azcentral.com
 
CafePress.com : Help Desk : Customer Service
Email Us Send us an email and we will respond to you within 24 hours. Call Us Toll Free 1-877-809-1659 Customer Service Hours ...
www.cafepress.com
 
Customer Service Week - The Celebration Source
Provides how-to information, gifts and decorations for successful Customer Service Week celebrations.
www.csweek.com
 
Nashville - Tennessean.com - Middle Tennessee Customer Services
Customer service, advertising or news-related questions or problems (615) 259-8000. ... (615) 242-7253. Email Customer Service customer @tennessean.com. ...
www.tennessean.com
 
Customer Service Institute of Australia - dedicated to Australian ...
CSIA is a professional, membership-based body dedicated to improving the standards of customer service both at an individual level and at a corporate level ...
www.csia.com.au
 
The Globe and Mail: Home Delivery Customer Care: Home
The most authoritiative news in Canada featuring articles from The Globe and Mail, breaking news coverage, national news, international news, sports, ...
https:
 
Customer Service from FLORIDA TODAY
We're here to bring the finest customer service to your doorstep. ... Customer Service Hours Monday - Friday: 6:30 a.m. - 5 p.m. ET Saturday: ...
www.floridatoday.com
 
magazine customer service
https://secure.customersvc.com/ servlet/Show?WESPAGE=mo/home.html&MSRSMAG=MO - Similar pages
 
Customer Service – 8 Rules For Good Customer Service
Good customer service is the lifeblood of any business. You can bring in as many new customers as you want, but unless you can get some of those customers ...
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Help | IndyStar.com
Customer Service • Terms of Service • Send feedback about IndyStar.com • Subscribe Now • Jobs with us. Use of this site signifies your agreement to the ...
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  • why hasnt customer service improved despite the profusion of databases and technology

  • why providing excellence in customer service is essential to every business

  • why public relations doesnt just happen

  • why small business must turn to pr

  • why you must build a customer list to prosper

  • winning customers over the phone

  • winning customer experiences

  • winning the loyalty of your customers

  • work at home business ideas

  • work from home and make more money

  • wrapping yourself around the customer

  • writing the book on great customer service

  • your customers are more than a number

  • your diamond mine the lifetime value of your customers

  • you must build a customer list