Firing the customer

Discussion in 'Small Business Helper' started by Rapmaster, Sep 3, 2004.

  1. Rapmaster

    Rapmaster Administrator

    Ratings:
    +91 / 0 / -0
  2. Darg

    Darg Administrator

    Ratings:
    +46 / 0 / -0
    I was just thinking, some of those concepts can also apply to the war3 forum too (and all the others in general).

    I'd say more, but this a public forum hehe.........
     
  3. tsbhelper

    tsbhelper Small Business Helper Forum Moderator

    Ratings:
    +5 / 0 / -0
    Hi Rapmaster,

    You said:

    Sure customers are your bread and butter but isn't it true that some customers simply cannot be pleased... and it costs more to keep them around.

    It's a hard choice to make but aren't there occasions where the best thing to do is politely ask them to take their business elsewhere?

    I agree, but:

    The example you cite is a case of a large company deciding to change a policy which affects a relatively small number of customers as related to their total customer base, and also a small percentage of their sales volume.

    As a small business owner there are several other considerations involved in deciding not to do business with a customer with whom you have problems.

    First of all, every customer you have represents a much larger portion of your sales revenue than if you were a huge corporation like Best Buy. Unless you have an immediate potential for replacing the lost sales revenue which would occur by "firing" your customer, you would be making a decision based on personal preference rather than sound business practices.

    Secondly, as a small business owner you need friends, not enemies. No matter how politely you "fire" somebody, you fire them. Bottom line is that there is no way that you are likely to keep them as a friend and highly likely that you will create an enemy.

    Lastly, my suggestion as to how to handle this type of situation is to approach it differently. Try to measure the actual dollar cost to you that the "hassle factor" of dealing with this customer represents, and raise your product or service price to that customer accordingly. This is what I have done. What usually happens is that they decide that your price is too high and go elsewhere. In the rare situation that they stay with you, at least you are compensated for the extra hassle that they represent.

    The Small Business Helper
     
  4. SD_Ryoko

    SD_Ryoko <img src="\usflag.gif" align="left"/>&nbsp; Admini Staff Member

    Ratings:
    +81 / 0 / -0
    Its funny that you reference the article about Best Buy.

    I read about the same article in the paper not long ago. our attorney general, Jim Petro, is currently filing a class action law suit against Best Buy, for bad practices concerning rebates and sale items.

    I too filed a claim form online to the AG. The newspaper had a link to forms on the web. I agree with the attorney general. I have NEVER, gotten a single rebate back from Best Buy. Not on my printer, my HD, my ram sticks, ink cartridges, or computer chair.

    I filled out all the receipts, coupons, and follow the instructions to the very fine print. Sent in all the proof of purchases and rebate coupons. And I've never heard a word about them.

    Best Buy customer service told me they are not responcible for the rebates. They said its the manufacturer who offers the consumer the rebate. But when I called Cannon and asked about it, they told me the opposite.

    To me, Best Buy is evil. When you eye up a new video card, and say "Hey, its 50$ cheaper than sticker, it has a rebate". Your quite heart broken to know Best Buy offered you a rebate so that you WOULD buy it, and never gave it to you.

    (Plus, I out-smarts just about every PC salesman in our local best buy. They hire idiots.)
     
  5. The Helper

    The Helper Administrator Staff Member

    Ratings:
    +1,212 / 2 / -1
    They hire people that will take the low wages they pay. They have to pay low in order to keep overhead down. Your mileage will vary with different Best Buys. The ones here in Houston the people actually seem to have a little snap.
     
  6. Dtere

    Dtere Administrator

    Ratings:
    +22 / 0 / -0
    For the most part that usually is the case Ryoko. Manufacturers are the ones who usually give the rebate out for their products. In Denver Best Buy usually pays a few dollars above the average work pay around here. However, the quality of their customer service is truely crap, I really can't stand dealing with them anymore. Another note to add here, is there really is no point in going to Best Buy to get something. Just go there to check out a product you're looking for, go back home, get online and order it from there. Most likely you'll get better customer service online, it's almost ALWAYS cheaper, and it's mailed directly to your house.
     
  7. The Helper

    The Helper Administrator Staff Member

    Ratings:
    +1,212 / 2 / -1
    Also, when you order online, as long as the business is not in your same State then there is no Sales Tax. Helps with the extra cost of shipping and savings can be significant on big ticket items like processors, video cards, memory, etc.
     
  8. SD_Ryoko

    SD_Ryoko <img src="\usflag.gif" align="left"/>&nbsp; Admini Staff Member

    Ratings:
    +81 / 0 / -0
    Well technically, Ohio instated an 'Ohio Use Tax', which requires us to submit all purchases made out of state for the year, and pay taxes on them to ohio at tax time.

    Mine always seems to be...zero. It is such bs. It can be found at the bottom of even the simplest tax forms.
     
  9. Logical_1

    Logical_1 Advisor

    Ratings:
    +16,777,216 / 0 / -0
    The Helper, guess we shop at different Best Buys around Houston as I haven't found someone with a clue in any of them yet. Most times, I have seen that the customer knows more about what they want than the sales droid.
     
  10. The Helper

    The Helper Administrator Staff Member

    Ratings:
    +1,212 / 2 / -1
    Best thing to do is go into Best Buy knowing what you want from a sale article.

    I wish I could intercept every idiot that takes there computer into that place but that is not possible. One day people will learn to ask us before they buy or take it in to get it fixed.

    Until people find out they can have an internet advisor for free (like we offer here) if they just look they will continue to buy from the Best Buy moron, get bad service, and waste their money.
     
  11. Dtere

    Dtere Administrator

    Ratings:
    +22 / 0 / -0
    ... and that's how great thinkers (people who though of this service) rip off the general public...

    Remember the big Y2K thing, omg omg!!! Someone made lots of money off of that one.
     

Share This Page