Before you reply telling me I live in Fantasyland, let me explain this heading.
Here’s something that happened at a former customer. (You may end up in a similar situation. Be alert.) A local electrician had been a customer of Cameron Park Computer Services so long that his name was on a list of customers my predecessor gave me when he sold the business. The electrician had money problems. He accused his granddaughter, who ran the office, of embezzlement. She in turn accused him of embezzlement. Both of them asked me for my loyalty at the expense of my relationship with the other. I felt this scenario had no potential for success, so I wrote them a letter saying they would have to find another network manager.
Right/wrong? A squabble between family members presents no opportunity for success. You are merely a vendor who can easily get caught in a similar situation. Firing this customer was an easy decision. Most are not as black and white as this scenario.
My friends place customers into three categories:
Keepers. These are customers that take your advice, pay bills on time, and spend enough to make themselves a high priority. They are loyal. You really like these people. You would work on a federal holiday, if necessary, to help them. They are a best-case scenario for you and your business.
Bulk. Most fall into this group. They follow your advice but also seek multiple bids or ask friends for alternatives. They usually pay bills on time. They make you happy, but they can also create problems. You spend most of your time helping customers in this group. You have to-they keep you in business.
Toxic. These are customers who don’t follow your advice. They seek advice from others who provide similar services-they have no loyalty to you. They pay bills late and try pulling you into their personal dramas. If they stopped doing business with you, the effect would be marginal and you would be happier. The electrician from my example above falls into this group.
Everybody has toxic customers. They, like the electrician, usually have multiple traits that make them toxic. It isn’t always easy to identify a toxic customer. Sometimes you have to read a list of all customers and decide who is most toxic.
I did this a few years ago. I was so busy that I asked how I could purge some of the drains on my time and energy. I reviewed a list of customers and realized one customer fell into the toxic category. She yelled at staff, tried implementing the cheapest possible solutions, didn’t follow my advice, let other people touch her network, and didn’t always pay on time. She represented a very small share of my revenues but she provided more frustration than all the others combined. I sent her a letter asking her to take her business elsewhere.
You may say, “Mark, the economy has changed. People are more desperate to keep customers and maintain revenues. No matter how difficult the relationship or the drama you absorb from that customer, you need the revenue.” I can certainly comprehend why you would say that.
Regardless, I recommend firing the toxic customers. Your #1 customer is yourself and you are running a business. Toxic customers will drain your time and your energy. They will have a negative impact on you and your business. You have to fire customers when you realize that they have an overwhelming negative impact on your business and you’ve lost faith that it will change.
You are not the toxic customer’s parent, teacher, or spouse. Unconditional love does not apply here. You are a solution-provider. Of course, you can reply here or send your comments to my Facebook or LinkedIn pages.
Let me describe another situation that occurred earlier this year. I will share the details and you can tell me if you would have fired this customer, or kept the relationship alive. You have my e-mail address.
This customer is two and a half hours away. My friend referred me to the company’s marketing manager, Tony. I visited this company and convinced them they needed a digital promotion package. This included account setups at Facebook, LinkedIn, Twitter, and a blog. It also included creating a web site. Tony was very enthusiastic about everything I proposed, and the owner and I signed a contract commissioning this work. We all agreed that since Tony was the marketing manager, I should create a social media presence for Tony. He was the only native English speaker at this company. Everybody else spoke another language. Which language I am not sure.
I created Tony’s accounts at Facebook, LinkedIn, Twitter, and WordPress (blog). My web site designer created a five-page web site per the contract’s specifications. I sent Tony several e-mails with the good news. One day, I decided to call the customer and learned that Tony no longer worked there. I contacted Tony on his personal e-mail and learned that a) he had been fired, b) the owner had little interest in this project, and c) the owner felt that he could get out of the contract by not cooperating with my requests.
I drove to this customer a few weeks later and met Tony’s successor. He knew nothing of the project. He asked me for a copy of the contract and the work product we had already performed. I told him I would have to re-create the Facebook, LinkedIn, and Twitter accounts. This time, I would create them for the owner, Paul.
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