You have done everything in your power, you have brought a lot of benefits, you have done everything possible, and your client is constantly dissatisfied. Now they refuse to pay you. Is there something that makes you feel worse than that? In business, there is no event more at odds with everything you know than that. You care, you want to do it right, and at the moment keeping a profitable deal isn’t even part of the equation. Where is it located? What to do now that you have the opportunity to cope with your emotions?
Let’s chat and pave the way for your biggest liability – non-payers. You are going to spend more of your precious time, talent, effort and inventory after a bad patch. It’s your plan for everyone to heal again.
We all know the bad buyer when we see him. They complain all the time, demand additional resources and undermine staff morale. These bad customers certainly contribute to sales, but they do not contribute to what helps you keep working, and also improves the quality of your services and choices. Unfortunately, many small businesses go to great lengths to increase sales and attract new customers without wasting time thinking about whether a new customer will be good or not.
Harsh times and difficult situations reveal the best and worst. How can ambitious companies get rid of bad customers and protect your profits?
- Browse Rule 101: Identify your ideal customer and know your lifelong value to the customer.
Without a doubt, this is the solution that best avoids the scenario described above. I understand that this will not restore what it used to be, but it will almost stop repeating itself. Document, formulate, articulate, and pursue your ideal client by answering these questions. What do they have in common? What pains, challenges and difficulties do you help overcome? What are the main benefits? Why would they buy from you?
Knowing that your transaction costs are vital to small businesses, you can be sure that you are not attracting new customers that will cost you more than they bring them. There are several key indicators that can help you avoid this trap, including the value of goods sold and lifetime value to the customer.
Your entire business needs to understand who your ideal customer is in terms of demographics, why they buy and what benefits they get from your decision. When every aspect of your business, department, and employee knows who and why, they quickly associate it with great potential and a better work environment.
- When Nice becomes stingy because of dirty facts
If what your client says is no longer true, all you can do is see what they are doing and remember what they did.
If you are asked for concessions, first check what concessions are offered to you, and think about it as if you both received a pay cut. Your terms are your policy, and if they are based on strong arguments and in favor of the client, do not change your terms because your client has changed his mind. Keep in mind that it’s more important to follow your customers’ actions at this point than to follow their words. When the villain is confronted with fun, pay more attention to what is not said or implied than what is.
When trustworthy actions and behaviors appear, turn around immediately. Remember, the same bait as before. Just learn to sew in a new way and in a different way. When making a deal, take the place of a colleague, not a subordinate. Finally, as with lawyers, consultants and accountants who write off a lot of debts from existing clients, creative billing opportunities and refunds for future services should be part of your tactics.
- Payment equals respect
You can be known as a tough nut compared to a tough nut. The novels were written to discuss that one is superior to the other. Just be consistent and persistent, never show despair or greed.
Most companies don’t want to fire a customer. This is important for your profitability.
Explore and act on the big difference between the following scenarios:
For customers who complain but don’t ask for additional resources or lower employee morale, just listen to their opinions and try to improve themselves.
For customers who request additional resources but don’t complain publicly or don’t lower employee morale, you need to renegotiate the terms.
For customers who ask for additional resources and complain, but do not lower morale, listen to their opinion and revise the terms.
For customers who undermine employee morale by requiring over-service and exclusion from your policy, stop immediately.
If the client does not resume negotiations in the above cases, please terminate the relationship.
If your employees constantly or excessively complain about customers – check yourself, your policies, your working methods and their employees – and let it be done by an indifferent professional.
Most companies cringe at the thought of this problem and continue to switch to a creaking wheel, which in turn repels the customer you are looking for and should decorate your products and rewards. Hopefully this will inspire you to take a look at your business and take the steps described above to avoid costly customers and protect what makes you work.