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How To Fire A Customer
-- by Wayne M. Davies
Copyright 2003 Wayne M. Davies Inc.
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It must be Tax Season. How do I know?
I'm swamped with work.
And I just fired a client. Again.
It happens every Tax Season -- I don't like to do it, but it's something that just has to be done every now and then.
Let me explain.
First, let's define our terms. I use word "client" to describe people that pay for my tax services. You may use word "customer" or "patient" or "subscriber".
Ya' know, whoever buys what you sell.
Second, let's get something straight here. When you own your own business, you get to call shots. It's your business, so you get to do things your way.
That's how I see it, anyway.
So I have certain rules that my clients must follow. Policies, procedures -- way things are done around here.
Example: I prepare tax returns in order received. First come, first served. Fair enough? I don't know any other way to do it.
So last week a client comes in and says, "Can you please 'put a rush' on my return. I really have to get it filed right away. My ex-wife and I don't have a written agreement re: who gets to claim our children as dependents. So whoever files first gets to claim them."
"Last year I didn't file first, but I went ahead and claimed kids anyway. So IRS rejected return. My refund was delayed. I'd really like to avoid all that mess this year. I know my ex hasn't filed yet, but she told me she plans to do so within a few days. So I need you to do my return right away -- I really want to stick it to my ex this year!"
Here was my response.
"I'm sorry Mr. Client. Normal turn-around time for a return is 3-4 weeks. When you bring me your return, you just got in line. You don't get to go to front of line at grocery store, do you? And you don't get to go to front of line here, either."
"The fact that you and your ex-wife didn't put something in writing about this doesn't give you right to expect me to treat you different than any other client. Your problem doesn't become my emergency."
