Sometimes, when customers are excessively rude, tell half truths and run up costs because of being a ‘high maintenance’ customer, we fire them.
Just fired a customer today. I thought he was going to jump through the phone and choke me. Good thing is was a phone firing.
I think in the long run we are better off because we will be able to dedicate resources to more productive clients and projects.
Still I struggle with any client loss. In these tough times, firing a customer is something that on the surface seems to fly in the face of logic.
Customers often have unreasonable expectations and then make unfounded allegations when they realize they are in the wrong. Often firing a customer can be the best and most effective way to do business. It allows you to focus on your core customers, the ones who respect you and the work you do.