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You’re Fired!

There are days when it feels so right to just say the phrase, “You’re fired!”  Times when you feel it is truly appropriate and the best thing to do.   No, I am not talking about firing employees but abusive clients who do not recognize dignity in service.


Image courtesy of http://www.mirrorfootball.co.uk

I am a believer in excellence, integrity, humanity in extending only the best service that benefits customers and most serves their requirements.  However, at some point, boundaries must be set especially when the other party’s attitude borders on tyrannical abuse.  When is a relationship between client and provider abusive?  To me, it is simple. When the definition of universal righteousness and mutual profitability is compromised because one or two parties decide that they can get more with less effort or below-dignity-level compensation.

The greatest love of all is indeed the love of self.  To continue creating great situations for all stakeholders, a company must serve with all its heart and soul. The caveat:  Not at the expense of separating itself from its heart and soul.  Eventually, anything that is separated from its core or uprooted ends up lifeless.

Where is the good in sacrificing so much when a company loses its ability to keep getting better and bigger to serve the needs of more.  Here are some wonderful tips for businesses who continue to struggle because of their inability to fire the wrong customers:

1. KNOW WHAT YOU STAND FOR.  All successful businesses are guided by core values usually defined or decided by its founding members.  The core values may be more streamlined or enriched over time, but they do not change their identity as the company’s moral compass.  Make sure you review them. And anytime they are compromised, evaluate the situation intelligently.

2. CONSULT WITH THE TEAM.  The front liners are the initial point of contact of many individual and corporate clients.  Find time to chit-chat to get a feel of their daily interactions so they are motivated to give more in serving all customers.  This is also one great opportunity to see underlying issues and concerns with particular customers so you may be guided in your coaching and intervention.

3.  DO NOT SACRIFICE INTEGRITY FOR MONEY.  Firing clients is not necessarily due to financial concerns.  To keep the business sustainable, focus on what is truly important.  Many customers will have more appreciation for a company that will not bend its standards.  This is how you keep the right customers loyal, coming back again and again for variances of your services, helping you grow better in the process.  They also end up being your walking advertisements who will refer similarly great people and companies to patronize your business.

Firing the wrong customers is a tough call, especially in many competitive industries.  Ultimately, when the situation calls for it, any good company owner or manager must decide what is beneficial for all concerned.  As a last resort, the best thing may be to let go of a customer who may be wrong for your business but could be right for another – hopefully the competition.  – Sheila Viesca | TalkShop CEO

 

 

 

 

Posted by TalkShop
Sheila Viesca, TalkShop CEO and Director of Communication finished her bachelor degree in Literature, masters in Entrepreneurship, and doctorate in Applied Cosmic Anthropology. She designed the Philippines' Language Competency Benchmark for the Department of Education and pioneered Integrated Language Teaching (ILT) in workshop designs and corporate communication training. You can follow her on Facebook, Youtube, Twitter, LinkedIN, and Google+

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