It would seem that over the years I have learned one thing about customers and customer service. The first thing is that we all fight for customers and market share. However I have found that there comes a time that we as a business need to look at specific customers to determine if in fact the relationship has become unprofitable. Now this is not a very common event but I can think of 3 instances where I have had to tell a customer that our product is not up to their standards and that they should look elsewhere for their computer needs.

Now the relationship never starts in an unprofitable way. In fact the customer looks like a nice addition to our base. However something happens to that customer over time. Either their company or financial situation changes or they just no longer have the necessary motivation to keep a win win situation in the sales relationship. But for whatever reason this happens.

Typically I have noticed that these customers can drain a company of not only resources like manpower but also money. Once I have made the decision to cut the customer loose. They seem surprised and can’t figure out how a company can say no we do not wish to sell to you any longer. This is one of the most important and hardest lessons to learn as a business. How to say no.