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Article Surfing ArchiveIs It OK To Fire A Customer...? - Articles SurfingOr is the customer always right? That's what you've always beentold. If you*re in business, you know how ridiculous thatstatement is. The customer isn*t always right, the customer isoften wrong. Worse yet, you know it, he knows it, and he knowsyou know. However, that is not the reason you fire a customer. Sometimes a confrontational attitude is just a way for a customerto save face when he knows it was his fault and not yours. Thereis nothing wrong with letting the customer save face. Youapologize for the screw-up and tell him it will be taken care ofand, sometimes, this leads to a very good relationship with thatcustomer. Sometimes not. There will be customers that no matter what you do, it's notright or good enough. They seem to want an argument, not fix theproblem. The more you try to appease them, the more aggressivethey get. Even though you may want to please every customer, you justcan't. It really hurts when you can't please a customer. I'vebeen in business for 20 years and it still feels like a kick inthe gut when I can't please a customer. You may get 100 "what agreat job you are doing" from customers, but that one complaintstays with you. Hopefully, you're tougher than I am and will beable to deal with complaints without the emotional trauma. Few customers understand what a business owner goes through tobuild his business: the problems that have to be dealt with; thevendors that give you headaches and always the shortage of money.The last thing you want to do is screw-up an order or offend acustomer. Every business owner needs a "pain in the ass" measuring stickthat tells him when the pain and aggravation out-weighs themoney. This measuring stick will be different for each businessowner based on his tolerance for bad customers and his need forthe money from that customer. You have to decide for yourselfwhen you've had enough. So, its OK to fire customers. Just make sure you've thought aboutit and its not just a reaction from the heat of the moment. Thereis a certain peace that comes from firing a really bad customer.
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