Why some revenue is negative.
WHAT A BAD CUSTOMER COSTS
Support time far above average Management attention Team morale Delayed payment Reputational risk
WHY MORALE MATTERS COMMERCIALLY
Difficult customers cause staff to leave.
WHAT SIGNS APPEAR BEFORE THE SALE
Pressing repeatedly on price Unrealistic expectations Disrespect toward your time Refusing to put things in writing Speaking badly of previous suppliers
WHY THAT LAST ONE
You will be the next previous supplier.
WHAT TO DO ABOUT THESE SIGNS
Take them seriously.
WHAT TO CALCULATE
The actual cost of serving them.
HOW
Time spent, against revenue received.
WHAT TO DO ABOUT AN EXISTING BAD CUSTOMER
Address the behaviour once, directly.
WHAT TO SAY
What is not working, and what would need to change.
WHAT TO DO IF NOTHING CHANGES
End the relationship, properly.
HOW
Notice per the agreement, courteous, with help to transition.
WHY COURTEOUS
They will talk about you regardless.
WHAT TO AVOID
Enduring it indefinitely Ending it abruptly in frustration
WHAT TO REVIEW PERIODICALLY
Which customers consume disproportionate support.
WHAT THAT LIST USUALLY SHOWS
A small number accounting for most of the difficulty.
