- The homeowner that lingers over the service contractor questioning the hows and whys of every step of his process and material used.
- The restaurant patron who complains about everything from the temperature of the room, to the softness of the green beans.
- In my world, the netWORX marketing client that needs to know every detail of how you manage the account.
Friday, February 27, 2009
Which Customer Should You Fire Today?
Do you have a client that costs you money. Most of us have had one at some time or another. It's the guy who needs constant attention, doesn't trust your expertise, or just plain takes too much of your time. It may look like this...
Most of the time, these customers are not the best paying ones. Maybe there service has some sentimental value that has kept you at their beckon call all this time. (One of few constant repeat customers, your first customer, business is slow and they are A customer). But, chances are, you'd be better off without them. Figure the time you spend making them happy or answering their questions. How much does it slow you down? Take your profit from having them as a customer and subtract dollars lost in time and stress of pleasing them. How long would it take you to find a replacement customer to make up the difference in their value.
It is more important during a slow economy than ever before, to chose your customers wisely. You can't afford to run in circles for little or no profit. Seek the
Chances are, not long. It is more important during a slow economy than ever before, to chose your customers and how you spend your time wisely. You can't afford to run in circles pleasing one difficult customer (and every business has one) for little or no profit.
Which customers do you need to fire today?