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Firing the difficult customer. How do you do it?

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  • Original Poster

    #21
    You know that expression "Listen when people tell you who they are.. the first time"? Well, my bad for thinking I was above that with this one.

    Upon first meeting of this client they badmouthed other folks I've worked with in the past. Melodramatically. I chalked it up to just a bad fit. After some research, it would seem the past associates had similar history with this person as I've had. And it's been over 3 yrs for me.

    Coanteen, I'm glad I'm offering you some comic relief this morning.

    It's a small, very VERY tight knit industry in my area and I could see the writing on the wall and decided to ditch... after I learned no good came from previous associates' attempts to explain the severing of ties.

    Apparently, I'm just the most recent in a very long line of severed ties, and I'm in pretty good company

    Comment


    • #22
      Originally posted by Aggie4Bar View Post
      So don't go into detail. Tell the client you're no longer able to meet her needs, give her a list of alternate service providers, and ask her to be gone within 30 days.
      There you go.

      This "I can't meet your needs" is the truth. It's more specific than "this isn't working for me." and less of a bullish!t-sounding cliché, too. It's gentle and clear.

      Practice this short script until you think you could say it and then just deliver your lines. Don't recant. Don't elaborate. Do offer help finding a better place if you can do that in good conscience. If not, don't feel obligated to.

      As I get older and more direct, I find I have less and less tolerance for adult business people who can't behave like grown-ups. If I knew a pro was pricing services according to how much she liked the client, I wouldn't spend any money with her. Just how I roll.
      The armchair saddler
      Politically Pro-Cat

      Comment


      • #23
        My guess is that if it's a tight knit community, no matter how you cut this person loose, your fellow professionals will understand. It sounds like they have given themselves quite the reputation.

        If they are the physically violent type, call a police escort to help them off the property when you have finished giving your notice. You will also then have a reliable witness should they later go off their rocker. Having a neutral party is a good idea, then there is no "he said, she said" or "so and so was ganging up on me" bologna.

        I'm sorry you have to deal with a nutter. Sending good vibes that you can get it resolved somewhat peacefully.

        Comment

        • Original Poster

          #24
          "As I get older and more direct, I find I have less and less tolerance for adult business people who can't behave like grown-ups. If I knew a pro was pricing services according to how much she liked the client, I wouldn't spend any money with her. Just how I roll."

          Agreed, but with that thinking, the service provider can't offer discounts to certain customers in need, or raise prices for the more particular, time consuming client. So although I can thoroughly understand your position, it's not unheard of to have service providers in ANY industry to tack on a PIA charge when warranted.

          More flies with honey and all that.

          Super, not a nutter per se. Just becoming evident there's no satisfying this one. I've had clients whom I've cut loose in the past with the phrase "Philosophical differences" or "It's just not a good fit any longer, but thank you so much". I don't think it really matters in this specific case.

          Thank you all for the advice and input. Nice to get other's perspective on matters of this type.

          Comment


          • #25
            Originally posted by HungarianHippo View Post
            Dear Client,
            This year I've found my schedule has gotten too tight to give all of my clients the time each one deserves, so i am compelled to trim my client list.
            Please be advised that as of xxxx date I will no longer be available to trim/shoe/braid/provide chiro/etc.
            I wish you every success with your horse and riding.
            Regards,
            Me
            I just have to say how much I love this. I cannot imagine a scenario where this wouldn't be appropriate, and if I received such a letter, I wouldn't question it and would just say "huh, alright I'm just not one of the favorites" and move on.

            Comment


            • #26
              Originally posted by Sansena View Post
              "As I get older and more direct, I find I have less and less tolerance for adult business people who can't behave like grown-ups. If I knew a pro was pricing services according to how much she liked the client, I wouldn't spend any money with her. Just how I roll."

              Agreed, but with that thinking, the service provider can't offer discounts to certain customers in need, or raise prices for the more particular, time consuming client. So although I can thoroughly understand your position, it's not unheard of to have service providers in ANY industry to tack on a PIA charge when warranted.

              More flies with honey and all that.

              Super, not a nutter per se. Just becoming evident there's no satisfying this one. I've had clients whom I've cut loose in the past with the phrase "Philosophical differences" or "It's just not a good fit any longer, but thank you so much". I don't think it really matters in this specific case.

              Thank you all for the advice and input. Nice to get other's perspective on matters of this type.
              I'm aware that deals are made in the horse industry and in others. I know I have gotten the long end of the stick on some of those. I think I have sometimes gotten the short end of the stick sometimes. I'm grateful for the pro and other clients who were discrete about that.

              Most people can accept concepts like "volume discounts"-- so client with multiple horses and kids gets a break while the singleton does not.

              But man, oh, man the "I don't like you so I charge you more" is a whole 'nother can of worms. I'd suggest no adult get a reputation for doing that. Nothing good can come of it. The PITA customers you wanted to avoid have something mean-spirited to say about you to any and all who will listen (and you gave it to them). The "good" clients wonder if someone else is even higher up in the list of favorites.

              Just my opinion. Take what you like and leave the rest.
              The armchair saddler
              Politically Pro-Cat

              Comment


              • #27
                Lots of good advice. the only thing I can think to add, is that it helps if you line up some other options for them that you think may actually suit them.
                Freeing worms from cans everywhere!

                Comment


                • #28
                  I'm sorry, I just don't seem to be able to make you happy. (Mine was always followed with a left me refund your money, but this was for gymnastics classes.)

                  Comment


                  • #29
                    Ha! My beloved trainer nearly fired me once. She said "I don't see how I can help you if you won't take my advice. I think you need to hire a different trainer."

                    I said "But I like working with you."

                    She said "Have you ever fired a client for not taking your advice?" To which I replied "Sure. If they won't then they make me look bad."

                    "Exactly." she replied.

                    I am a stubborn, opinionated old lawyer. But I saw her point.

                    I guess your client might see your point and change her ways - good - or get mad and quit you - also good.

                    But to answer your original question, yes, I have fired clients when they won't do as I tell them. Because then they become a professional liability.
                    I'm not ignoring the rules. I'm interpreting the rules. Tamal, The Great British Baking Show

                    Comment


                    • #30
                      Originally posted by HungarianHippo View Post
                      I'd have no problem with just putting it in a letter. They're a business client, not a friend. You owe them nothing, but you owe it to your business reputation to be professional. (so, cross "not returning phone calls" off the list).

                      Dear Client,
                      This year I've found my schedule has gotten too tight to give all of my clients the time each one deserves, so i am compelled to trim my client list.
                      Please be advised that as of xxxx date I will no longer be available to trim/shoe/braid/provide chiro/etc.
                      I wish you every success with your horse and riding.
                      Regards,
                      Me
                      THIS! Not returning calls is unprofessional and rude. It may be the easy way out, but it makes you look like an ass. I also agree that giving them a couple of references to help them on their way is helpful.
                      Heaven knows there are plenty of difficult horse people, at some point you'll need to do it again, it's good practice.
                      "We're still right, they're still wrong" James Carville

                      Comment


                      • #31
                        So long...farewell..auf weidersehen.. good by. You flit...you flee... off my property you will fly...
                        the NOT!! Spoiled!! Arabian Protectavest poster pony lives on in my heart

                        Comment


                        • #32
                          "It's not me, it's you."
                          Always be yourself. Unless you can be Batman. Then always be Batman.

                          The Grove at Five Points

                          Comment


                          • #33
                            I do not steer clear of confrontation so I would tell her that the situation is not working for me and I am no longer available to continue providing XXX service. Let her get hostile and angry while you remain calm and unwavering in your decision. Most people don't want to be where they aren't wanted so she will go away eventually. Sorry you are dealing with a nasty one-- I just left a psycho BO this summer so you have my sympathy!

                            Comment


                            • #34
                              I like the letter. I would keep it simple and not assign blame (i.e., don't say it's not working for you or for her). I would not tell her you are tripling your prices because then you'll need to explain it to everyone else.

                              I have fired clients in the past when I came across people who I knew would never be happy with my services, no matter what I did. Life is too short to keep trying.

                              I like the idea of supplying her with alternatives but if she's already burned through others in the area that might not be practical.
                              Equine Ink - My soapbox for equestrian writings & reviews.
                              EquestrianHow2 - Operating instructions for your horse.

                              Comment


                              • #35
                                Originally posted by HungarianHippo View Post
                                I'd have no problem with just putting it in a letter. They're a business client, not a friend. You owe them nothing, but you owe it to your business reputation to be professional. (so, cross "not returning phone calls" off the list).

                                Dear Client,
                                This year I've found my schedule has gotten too tight to give all of my clients the time each one deserves, so i am compelled to trim my client list.
                                Please be advised that as of xxxx date I will no longer be available to trim/shoe/braid/provide chiro/etc.
                                I wish you every success with your horse and riding.
                                Regards,
                                Me

                                Very eloquently put! I would handle it this way

                                Comment


                                • #36
                                  Originally posted by HungarianHippo View Post
                                  I'd have no problem with just putting it in a letter. They're a business client, not a friend. You owe them nothing, but you owe it to your business reputation to be professional. (so, cross "not returning phone calls" off the list).

                                  Dear Client,
                                  This year I've found my schedule has gotten too tight to give all of my clients the time each one deserves, so i am compelled to trim my client list.
                                  Please be advised that as of xxxx date I will no longer be available to trim/shoe/braid/provide chiro/etc.
                                  I wish you every success with your horse and riding.
                                  Regards,
                                  Me
                                  THIS^^^.

                                  Comment


                                  • #37
                                    The tribe has spoken.

                                    And there is no redemption island to get back into the game.

                                    Comment


                                    • #38
                                      Fast and direct, like stripping off a bandaid.
                                      If you think the client will escalate and freak about being asked to move, they sound overly dramatic.
                                      If they are overly dramatic, imagine how much hell they'll raise when they find out you've jacked up your prices just for them. (and no, it doesn't count as "just not giving them a discount" when they are the sole reason/target for the price hike!)

                                      Honestly, I am not a fan of drama, try to avoid it as much as possible, but I would be p*ssed if I found out that an adult professional jacked up my rate in a disguised attempt to get rid of me rather than just telling me to move on. Seriously p*ssed, and I'd probably let people know about it if that "professional's" name came up in conversation.


                                      And yes.... She WILL find out about it. It may not be right away, and the tactic may get her gone, but down the road when she finds out, there will be drama.

                                      I promise a letter and refusing to engage will be a better business decision than trying to fleece her.

                                      Comment


                                      • #39
                                        Originally posted by ACMEeventing View Post
                                        "It's not me, it's you."

                                        Price less
                                        “Management is doing things right; leadership is doing the right things.” Peter Drucker

                                        Comment


                                        • #40
                                          Originally posted by Sansena View Post
                                          If I went into details with this client, even nicely, it'd quickly descend into hostility.
                                          Not a stable or very nice person.
                                          You don't have to attend every argument you're invited to.

                                          State your case, and walk away. You don't need to do anything further, like listen to any rants or participate in any debates. Just say what you need to say and walk away.
                                          "Argue for your limitations and you get to keep them."
                                          -Richard S. Bach

                                          Comment

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