How to Fire a Customer

How to Fire a Customer
Do you have a customer that is draining you? I am going to help you find a way to professionally let them go.

The customer is always right! Isn’t that what has been drilled into our heads for years now. As we all know often times the customers isn’t right and further more he often takes advantage of you because of that statement. Customers have learned that if they bully enough we will usually will back down because we are afraid of losing their business when in all reality we should stand up for our business and take that chance they may leave.

Over the past 5 years it has become a common practice to fire customers who are not profitable or are over stepping their bounds when it comes to the time or service you provide to them. Handling the situation professionally will help keep the snow ball effect from happening. Remember that customers talk about bad experiences they have so making sure you handle it right the first time is critical.

Here are some pointers:

Be Professional – Customers should always be spoken to personally…not by letter or phone, but in person. Only when the customer is at a distance, is it appropriate to speak with them about the matter on the telephone. But in no circumstances should the contact be other than verbal. E-mails simply will not do in this case. If you have to communicate with them by telephone then remember your tone and keep as upbeat and professional as possible!
Keep Emotion Limited – As frustrated or angry you may feel it is imperative that you keep a level head about you. Your anger will only fuel the customer’s dissatisfaction at being let go. Customers often will take it personally so it is important that you explain your reasons rationally and clearly.
Give Alternatives – Remember that once you let a customer go they will still need to seek out someone to perform the service you had offered to them. If at all possible offer suggestions to where or who they might contact for similar services and or products.
Review What You Say – If you are not sure what to say write out 3 or 4 scripts and read them out loud until you have feel comfortable saying them. Know what you are going to say and how you are going to explain the situation before you confront your customer.
Stay Polite but Firm…on move on

The customer is not always right but it is your job to make sure they are handled in the utmost professional manner to keep your business name in good standing.

Author – Tracy Fredrychowski – SEO Instructor
Search Engine Academy of SC
Looking for local Search Engine Marketing and Optimization training in South Carolina? The Search Engine Academy of SC holds workshops in Greenville, Columbia and Charleston. Check and see when we will be bringing our 5 Day SEO Hands on Workshop to your area.

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