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Customer Service - Not the Guru Way, but Three Simple Steps!*
You can spend a fortune on having someone come and tell you how to deliver customer service or you can do much more, for much, much less. It's just that having a tub-thumping guru on hand to do some extraordinary things (though mainly...
How To Buy Surplus Retail Products Without Getting Burned!
One of the challenges for new businesses, as well as for those who have made it past the startup stage is consistent and reliable product supply. There are several ways a business can purchase products: Auctions, Wholesalers, Wholesale Lots,...
Invite Self-Managed Staff
"Treat people as if they were what they ought to be, and you help them to become what they are capable of being." Goethe Two hundred years ago, Johann Wolfgang Goethe, German poet and philosopher, knew how to inspire and interact with...
Website Savvy: 10 Key Steps to Turn Your Customers ON!
“How to turn “slightly interested” customers into “I’ve got to have it!” customers!” I am truly amazed as to the lack of information websites contain. You would think that a business would realize that a potential customer would at least like to...
Who Am I? Who Is My Customer
You'll find that the extremely important skill of tactical communicating will be that much easier if you if know who it is you're talking to. Luckily, there's a simple, yet powerful formula that Myers & Briggs developed, to pinpoint different...
 
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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Customer service - Wikipedia, the free encyclopedia
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