How,Fire,Customer,Reprint,Guid business, insurance How To Fire A Customer

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Reprint Guidelines:** Attention Ezine editors / Site owners **Feel free to reprint this article in its entirety in yourezine or on your site so long as you leave all links inplace, do not modify the content and include my resource boxas listed above.If you do use the material, please send me an email so I cantake a look: mailto:[email protected]============================================================How To Fire A Customer-- by Wayne M. DaviesCopyright 2003 Wayne M. Davies Inc.===========================================================It must be Tax Season. How do I know?I'm swamped with work.And I just fired a client. Again.It happens every Tax Season -- I don't like to do it, butit's something that just has to be done every now and then.Let me explain.First, let's define our terms. I use the word "client" todescribe the people that pay for my tax services. You mayuse the word "customer" or "patient" or "subscriber".Ya' know, whoever buys what you sell.Second, let's get something straight here. When you own yourown business, you get to call the shots. It's yourbusiness, so you get to do things your way. That's how I see it, anyway.So I have certain rules that my clients must follow.Policies, procedures -- the way things are done around here.Example: I prepare tax returns in the order received. Firstcome, first served. Fair enough? I don't know any other wayto do it.So last week a client comes in and says, "Can you please'put a rush' on my return. I really have to get it filedright away. My ex-wife and I don't have a written agreementre: who gets to claim our children as dependents. So whoeverfiles first gets to claim them.""Last year I didn't file first, but I went ahead and claimedthe kids anyway. So the IRS rejected the return. My refundwas delayed. I'd really like to avoid all that mess thisyear. I know my ex hasn't filed yet, but she told meshe plans to do so within a few days. So I need you to do myreturn right away -- I really want to stick it to myex this year!"Here was my response."I'm sorry Mr. Client. Normal turn-around time for a returnis 3-4 weeks. When you bring me your return, you just got inline. You don't get to go to the front of the line at thegrocery store, do you? And you don't get to go to the frontof the line here, either.""The fact that you and your ex-wife didn't put something inwriting about this doesn't give you the right to expect meto treat you different than any other client. Your problemdoesn't become my emergency."[NOTE: most divorced people put this kind of thing inwriting, usually as part of the divorce agreement.]Mr. Client didn't like my answer and began to plead his casemore fervently. He became unreasonable. He wanted meto stop what I was doing and do his return immediately.I finally just told him, "You need to find a new accountant.I'm not in a position to provide the type of service you'relooking for."(There are plenty of tax prep firms in town that providefaster service than me, and who offer services like "rapid refund", etc. That's not what I'm about.) I then politely escorted him to the door and told him it wasbest that we terminate our relationship.In your business, I'm sure you deal with unreasonablerequests on a regular basis, don't you? How far should yougo to provide superior customer service without compromisingyour integrity or your sanity?Sometimes it's a tough call. Here's a few guidelines.1. When firing a customer, always remain calm and polite. Noneed for a shouting match. Be firm yet pleasant. 2. Not sure what to say when confronted with this type ofsituation? Sit down beforehand and write out 3 or 4 possiblescripts. Not sure how to say it? It may take some practice,so practice! Stand in front of a mirror and rehearse how totell a customer that it's best he go elsewhere. 3. Do not focus on the lost revenue that results from firinga bad customer. Focus on the resulting reduced stress andthe simple fact that you'll feel so much better knowing thatyou won't have to deal with this jerk any more.Think about how much time you'll save. Problem customers arereally a losing proposition, aren't they? You end upspending so much time and energy putting out the fires theycause, do you really make any money on them, when you factorin the value of your time?4. When business is slow, firing a customer can really behard to do. If you cannot afford to fire your problemcustomers, then you need to take a hard look at yourmarketing. If your marketing plan is producing a steadystream of new customers, then getting rid of the bad applesevery now and then should not be a problem -- they will bereplaced soon enough with better customers.