Fire The Worst Customers

Everyone is talking about how to do business.

Reveal the real problem.

"Bad customers" usually come from various situations and evolved over a certain period of time.

When we first contact customers, it is generally difficult for customers to distinguish between "good" and "bad".

When deciding which is the worst customer, we must thoroughly examine the relationship between customers, so as to find out the real cause of the bad relationship between the two sides.

Is it because your major customers are gradually leaving, and now you are dealing with a group of sub customers who are not able to identify products or are not knowledge-based enough?

Or is it because of the friction between your employees and customers, which ultimately affects customer relationship?

A thorough look at customer relationships is a necessary first step to help you deal with problems better, and the most important thing is to help you make a judgement: whether it is a customer you must get rid of.

Repair the relationship that can be repaired.

Once you find the core of the problem and understand the reasons for this negative relationship, you must first try to make some changes.

If there is a negative relationship between team members and customers, try to change the team's practice first; if it is because of contractual problems, try to seek help from the relevant commissioners: there is only one purpose: solving problems.

It is important to express good intentions and repair relationships that can be repaired. This is not just to save customer relationships, but also to prove to clients that I am very sincere in restoring relations between the two sides.

Put the problem out.

Once all possible solutions are not able to solve the problem, we should face the sensitive questions raised by our customers.

Is it time to take action?

This problem should be treated with caution.

But doing so may bring the best effect, that is, your customers know that a certain problem leads to a negative relationship between the two sides, and ultimately change themselves in order to safeguard the relationship between the two sides.

Even if the last customer did not cooperate with the improvement, it is still important to help you determine whether a customer is the last customer to be fired.

Formulate a strategy of "three strikes".

If you do everything you can to achieve no effect, you must establish a clear road map.

At this stage, you do not need to communicate with customers about all the progress, but the internal staff must know clearly that a customer is in the final stage of review, and if it does not pass the bill, the customer will be fired.

In the process of reviewing customers, the details of customers' purchase behavior in the past will become the factors that affect decision-making, such as many negative shopping behaviors, and only bring low profits to enterprises.

Terminate the relationship and find substitutes.

Once you decide how to handle this relationship, you should be honest with your customers and indicate the intention to terminate the relationship.

Note that this is a key point. If you fail to take practical action, you will lose the respect and trust of your employees, so implementing decisions is the key.

You should have a resettlement strategy to help customers deal with this relationship better later.

Because the relationship between the customer and his company is not good, it does not mean that the customer and other enterprises will have the same situation. Therefore, it is best to recommend other products and suppliers to customers, and create a new connection by the way.

Move on.

In the next few months, you may keep looking at the loss of profits caused by a customer, even if the number is small.

However, it may be your best decision to fire the customer, so that you can better adjust the relationship with your customers and focus on maintaining the existing core customers. More importantly, relying on the previous steps, you can optimize the customer base and inspire the whole team.