When to Break up with Your Customer
The customer is always right is a slogan that began when customer service and modern retail stores were just coming into existence.
It was a helpful way to train someone in the 1900s who had no concept of customer service.
Now in the 2000s, we know that the customer is not always right.
Some customers can be unreasonable and sometimes downright dishonest.
You may have bent over backwards to get them to become a customer initially. Now that they are a regular customer, they may start taking advantage of you.
You have to ask yourself whether the relationship is beneficial or if it’s time to break up with your customer.
At some point, you have to talk to your customer about the problem. If you can’t reach an agreement, you might have to walk away.
They are not profitable
They say that 80% of your business will come from 20% of your customers.
It would also be true that 80% of your troubles will come from 20% of your clients.
The customer could be taking advantage of your return or trial policy. The customer could be taking up too much of your time. The customer may also not be willing to pay the full price.
After you run the numbers, you might realize that you are not making any money from your customer or worse, losing money.
You will have to discuss the problem with your client to make the relationship profitable. Try to meet them halfway where you increase prices over a few months.
But if all else fails, you can’t continue to make a loss on a client.