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Informative Articles

7 simple steps to help you resolve complaints and delight your customers
I've recently been working with a small business close to where I live. It's an accountancy practice. It's a great little business. Super people, working very hard and really trying hard for their customers. However, every once in a while they...
Call Center Customer Service Practices
In a company that provides outsourcing services, a set of best practices must be imposed. This statement holds true in the place of call centers since it is important to note that there must be a certain set of call center customer service practices...
Contracts for Customers
When you're dealing with customers, sometimes things can go wrong. It might be your fault, it might be their fault or it might be no-one's fault -- but if you didn't make a contract, then you'll all suffer. Why Do I Need Contracts? A...
Customer Service - The Infection of Mediocrity
In recent months, I've had the worst experiences with my phone company, the post office, my bank, fast food drive through services, the grocery store, department stores and local gas stations. I expect to receive what I pay for. I expect...
Your Customers Are More Than A Number
“Next!” Have you ever been waiting in line when you heard that inviting call bellowed over the counter? Inevitably, when you finally are “next,” the person waiting on you is looking at you with disdain waiting to hear what problems you’re going to...
 
Fire Your Customers

It's time to thin the ranks and fire some customers. That's right, can 'em, send them packing and tell them their business isn't welcome here anymore. Sound crazy? It's crazy if you don't!

Why would anyone fire a customer? Simple. It's costing you too much time and money to keep them around. This is obviously not an exercise where you send termination notices to valued clients. This is an exercise to get rid of the dead wood.

As you scan your list, there will be a certain type of customer that deserves the ax. Here is the profile: They always quibble over price and once they've stripped your profit margin, will pay slow, real slow. This customer is never happy with your service no matter what you do. They can't be pleased. This soon-to-be-ex client never refers any new business to


you and try as you might you cannot establish a working relationship. They have no loyalty to you and will jump as soon as they get a better deal from someone else. They call and complain often threatening to take their business elsewhere. Let them go.

In today's marketplace where superior customer service sets apart the winners from the losers, discussion about shedding customers isn't always popular. Running your business isn't a popularity contest, it's about doing what's best for the future. Fire some of your customers. Your business will be better and so will you.
About the Author

Brian Grinonneau is the general manager of McMann and Tate Advertising in Perrysburg, Ohio, and agency that works exclusively with small business owners helping them stand out in a crowded marketplace.

 

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