4.Payment terms If people aren’t respecting your payment terms you need to let them know that this is unacceptable. Be clear upfront about what your terms are (yes – actually advise new customers verbally), and consider using payment options that give you control. For example, timing of credit card deductions and direct debits are controlled by you, rather than by customer.

5.Working hours (Value your own time) You are in control of your diary, not your customers. If you find yourself consistently working excessive hours, or longer than you want, then you are taking on more work than you can manage. Be honest about how long it will take you to complete job. For example, “ I can start working on this on Wednesday, which means it will be ready for you on Friday afternoon”.

6.The way in which people can speak to you Some people use aggressive or abusive language to get what they want. You need to let them know that this isn’t OK. For example, “ I can see that you are upset. We do need to discuss this but I am not prepared to do so while you are angry. Let me call you tomorrow at a better time”. 7.Pricing There are times when we are happy to provide a discount –to valued and regular customers. At other times we can just get talked into it before we realize what has happened. Be very clear in your own mind about circumstances in which you are prepared to drop your prices, and those in which you are not. And just stick to your guns. You’ll find that most people are just trying it on to see if it will work.

The bottom line in setting boundaries is asking for what we really want. There is no need to defend, debate or over-explain your boundaries. If questioned, simply say something like “it’s a business decision”. When faced with resistance, repeat your statement or request. Stay strong. If you give in, you are inviting people to ignore your needs.

Each of us has a right to set boundaries. While others may not always get what they want in short term, you will garner more respect from them and for yourself by standing up for your needs.

This can be a very destructive culture for a business.

So as a manager, you can’t allow your employees to see you disrespect a customer in any way. As I have already mentioned customers can be wrong – and yes, sometimes even dumb. But that’s not our concern – at least not in this article. It’s your job as a manager to keep your employees focused on finding new ways to keep customers happy and to look for problem areas that upset customers so you can prevent problems in future.

It’s no secret that you and your employees are going to have problem customers, but it’s your responsibility to keep your employees focused on fact that they have a job for one and only one reason – to serve customer. Without customers, no one has a job.

Keep employees focused on what’s important. The good news is that YOU are one who decides what’s important.