Many companies operate on the
principle that the customer is always right, even when the customer
isn’t right. Th eye take any steps necessary to ensure happy
customers, lots of repeat sales, and a positive reputation among
potential buyers. Overall, this is a smart and successful approach
to business. However, most companies eventually encounter
a nightmare customer who drains so much time, energy, and
profit to that the only sensible option is to refuse the customer’s
business. For example, the nightmare customer might be someone
who constantly berates you and your employees, repeatedly?
makes outlandish demands for refunds and discounts, or simply
requires so much help that you not only lose money on this
person but also no longer have enough time to help your other
customers. “Firing†a customer is an unpleasant step that should
be taken only in the most extreme cases and only aft er other
remedies have been attempted (such as talking with the customer
about the problem), but it is sometimes necessary for the wellbeing
of your employees and your company.
Your task: If you are currently working or have held a job in the
recent past, imagine that you’ve encountered just such a customer.
If you don’t have job experience to call on, imagine that you work
in a retail location somewhere around campus or in your neighborhood.
Identify the type of behavior this imaginary customer
exhibits and the reasons the behavior can no longer be accepted.
Write a brief email message to the customer to explain that you
will no longer be able to accommodate him or her as a customer.
Calmly explain why you have had to reach this daffy cult decision.
Maintain a professional tone and keep your emotions in check.
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