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How to fire a customer
By Jenny
C. McCune • Bankrate.com
 Sometimes
a company has to fire a customer who is no longer profitable, a
nightmare to work with, or because the client or your firm has changed
direction. Breaking up is hard to do. Here are ways to make it easier
on you and your client:
- Price yourself out of the picture. Want to
end it and don't know what to say? Just raise your rates to the
point that the client will go elsewhere.
- Before you bid a fond farewell, give a customer
a chance for redemption. Sit down and see if the two of you can
come to a new agreement that will work for both sides.
- Quit the account by explaining in objective
terms why the termination is necessary -- that your company is
changing direction, that the account isn't buying enough to justify
the time you spend on it, etc.
- End the relationship, but also offer a referral.
This tactic only works if you're "firing" a customer who would
be welcomed by a competitor. Pawning off a nightmare customer
on a competing company will only damage your reputation.
- Don't renew the contract. If you're hired
on a contractual basis, ending a working relationship can be as
simple as not doing anything. Just let the contract end.
Jenny C. McCune is a contributing
editor based in Montana
To comment on this story, please e-mail
the Bankrate.com
editors
-- Posted: April 3, 2000
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