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[NOTE: most divorced people put this kind of thing in writing, usually as part of
divorce agreement.]
Mr. Client didn't like my answer and began to plead his case more fervently. He became unreasonable. He wanted me to stop what I was doing and do his return immediately. I finally just told him, "You need to find a new accountant. I'm not in a position to provide type of service you're looking for."
(There are plenty of tax prep firms in town that provide faster service than me, and who offer services like "rapid refund", etc. That's not what I'm about.)
I then politely escorted him to door and told him it was best that we terminate our relationship.
In your business, I'm sure you deal with unreasonable requests on a regular basis, don't you? How far should you go to provide superior customer service without compromising your integrity or your sanity?
Sometimes it's a tough call. Here's a few guidelines.
1. When firing a customer, always remain calm and polite. No need for a shouting match. Be firm yet pleasant.
2. Not sure what to say when confronted with this type of situation? Sit down beforehand and write out 3 or 4 possible scripts. Not sure how to say it? It may take some practice, so practice! Stand in front of a mirror and rehearse how to tell a customer that it's best he go elsewhere.
3. Do not focus on lost revenue that results from firing a bad customer. Focus on resulting reduced stress and simple fact that you'll feel so much better knowing that you won't have to deal with this jerk any more.
Think about how much time you'll save. Problem customers are really a losing proposition, aren't they? You end up spending so much time and energy putting out fires they cause, do you really make any money on them, when you factor in value of your time?
4. When business is slow, firing a customer can really be hard to do. If you cannot afford to fire your problem customers, then you need to take a hard look at your marketing. If your marketing plan is producing a steady stream of new customers, then getting rid of bad apples every now and then should not be a problem -- they will be replaced soon enough with better customers.
Wayne M. Davies is author of the new eBook, "The Tax Reduction Toolkit: 29 Little-Known Legal Loopholes That Will Reduce Your Taxes By Thousands (For Small Business Owners and Self-Employed People Only!) Don't file another tax return until you visit: http://www.YouSaveOnTaxes.com/toolkit.html
