"I don't need that", he said. "I told them to take their business elsewhere." Sometimes you've got to 'fire' your customers!

I know a graphic designer in New York who had a client that was very slow paying. In fact, on several occasions he even reduced their agreed-upon fee because of what he claimed were "delays" caused by my friend that were totally fabricated. He has asked her to do another project: she told him "no".

Some customers need to be 'fired'.

In my software business customers typically installed product on their corporate computer (not a PC, but a large "mainframe"). The software arrived on a tape and process took about 2 hours. Some of them installed it with no help from me whatsoever; some of them needed help opening box that tape came in. The latter customers were usually ones that needed to be 'fired'.

It's important to define what you consider to be a "good" customer or a "bad" customer. When someone crosses line, you have to decide whether that particular person is "worth trouble'. Only you can make call, but you may be surprised to realize that they aren't.

If so, send 'em packin'. You can't please everyone, but you can wear yourself out trying to, so if match isn't right you both will be better off if you sever business relationship.

It only hurts for a second.

Then, a wave of relief will flood over you and you'll know you did right thing.

So, I stopped to think. I made sure she had a clear route to where I wanted her to go. And then I walked in there and said in a firm, but quiet and somewhat disgusted voice, "Kelly! You know you're not supposed to be in here!" She slowly looked up at me, turned around, and casually walked out with a look that said, "Gee, dad, you're no fun!" She went where I wanted her to go, I closed gate behind her, and that was that.

It occurred to me that this was a great lesson for our businesses. Things happen all time that could have very bad consequences for us. New competition, new laws that adversely affect us, loss of an important client, significant world events such as September 11... list goes on and on. How do we react? If we react emotionally, we could make problem worse.

Your gut reaction may be to yell at an important customer that's giving you a hard time. Stop. Call them back later.

Cash flow not what you need it to be? Don't panic. Think it through.

Does your local government suddenly want to slap license fees on home businesses? Be calm. Discuss it with one of your peers.

My point is this: if a horse gets into breezeway of your business, remain calm and carefully consider your options before reacting. The business you save may be your own.