What do you do with the WORST kinds of customers?

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BradM

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Jan 18, 2007
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Orange County, CA
Do you ignore their emails? What if they blow up your voicemail and harass your employees?

We have a few regulars who get on our customer service departments nerves and got curious - what do other companies do with the WORST kinds of customers?
 


Fire them.

A lot of businesses are afraid to fire customers.

But if you look at these people, they make up the minority of the sales and bring more problems than they do money.

I heard this from a lot of other entrepreneurs, and do it once in a blue moon.
 
Yep just fire them. Don't let them be a toxic influence on your company

Just send them a letter/email saying "We will no longer be able to provide service to you effective April 30, 2009. As of that date your account will be closed as we feel we are not a good fit for your needs"

You are not obligated to provide service to them
 
No question about it, fire the customer. Let them know that you think it's best for both our firm, as well as theirs, to part business relationships. Don't just dump them overnight but let them know that you will assist them in the transition and provide any documents/work they need before you part (this way you have a clean break and they don't try to hurt your business.

Only way I would keep them on board is if they were one of my larger clients and I depended on the revenue. then you just have to put up with their shit.
 
I third this.

I was just having a conversation about this the other day. I refunded a client her $2k retainer within 4 days of starting with her because she was just too...damn...awful.

A quote from her that comes to mind: "Why am I not at the top of the Google yet?"

This was after just two days. After two more days of endless emails and calls, I had had enough.

I did it as politely as possible, but I definitely got the point across that I would not ever be available to her OR any referrals she may ever happen to pass along. I wanted as far away from her as possible.
 
Qualify your customers better. Saves you the hassle and losses of having to run from them and make refunds.
 
I can absolutely vouch for this. When I had clients a few years ago, I did not qualify them and they became the clients from hell that always wanted to change things around, suggest things that were insanely ambitious for their budget and constantly remind us that we were lucky to have them as clients as if they had somewhere else to go.

I have gotten smarter and end up telling the clients flat out "by signing this document, you clearly will get THIS and nothing else, unless if you want to pay more as my time is money." Some look at the contract and tell me they will think it over because of price or contract lingua issures. I just plainly tell them "there's a web developer down the street as I have come to the conclusion that our services will not be effective for your needs. Have a nice day and best of luck with your endeavors."
 
guerilla said:
Qualify your customers better. Saves you the hassle and losses of having to run from them and make refunds.
Click to expand...

I agree with this, but I will also add that you have to educate them too and set expectations realistically. That's a part of a consultant's job, IMO.
 
I rape my customers. Now that's real customer service.

But really, fuck 'em. I just ignore them. I'm an affiliate, it's not my problem.
 
Make sure to put clauses in your TOS / T&C that will enable you to fire them without refunding. I sometime face this kinna problem selling some knowledge base product. There seam to be some kinna people who just like to get some knowledge for free, by buying and then asking refunds.
 
amanda11 said:
I rape my customers. Now that's real customer service.

But really, fuck 'em. I just ignore them. I'm an affiliate, it's not my problem.
Click to expand...

Upside to affiliate marketing. Unfortunately, I don't have the privileged.
 
If anyone who has clients wants to see a contract that I use, I'd be happy to share the essence of it. The main purpose is to mitigate risk on my part while defining what value will be delivered and the costs/fees thereof.
 
Customers Suck! For those who suffer at the hands of customers of all types - Introduction

2009-02-01.jpg
 
sinewave said:
I agree with this, but I will also add that you have to educate them too and set expectations realistically. That's a part of a consultant's job, IMO.
Click to expand...
Yeah, there was a great post or article on this at SP a couple years ago. Basically make them explain what they expect up front by having them complete a questionnaire of some sort (verbal or written).

There are a LOT of people with budgets who have no idea what they want or need. And if someone else starts advising them before you do, then it's game over. The "my neighbor's son says you can setup a server from your house if you have cable internet" scenario.

I don't deal with clients anymore. Too much hassle.
 
guerilla said:
Yeah, there was a great post or article on this at SP a couple years ago. Basically make them explain what they expect up front by having them complete a questionnaire of some sort (verbal or written).
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This is known as "requirements gathering and documentation". It's necessary if you want to keep the scope of your project in check. Once that shit is finalized, anything additional requires additional funds. Of course, understanding consulting is required.

Again, if anyone wants to see the contract that I use, I'll be happy to share it.

amanda11 said:
I rape my customers. Now that's real customer service.
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I imagine that your special approach works well with certain parolees in various re-entry programs. bravo! However, I can't comment on this population as a client base. In the meantime, knock yourself out.
 
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