Not everyone has to be your customer

However, when you are friends with your customers and get to know them personally, you can learn a painful truth: there are some customers who are in more trouble than they are worth. No matter how far you lean back to help them, there are some unsatisfied customers. They make unrealistic demands about what they pay for. You are constantly asking about changes and new features in your product. They think they deserve the discount because they want it. You're wasting your time with an endless stream of questions and complaints. Your customers have the right to pay or stop doing business with you whenever they want, and I think it's okay if you have the same right.

This doesn't mean you should view your customers as enemies or sources of humiliation. The vast majority of your customers are happy to give you money for the value you offer them. Occasionally, you may run into a problem and need assistance with troubleshooting. They should deal with their problems kindly and happily. Excellent customer service is one of the best ways to keep customers for a long time.

Identify the problem customer

You will get to know your problematic customer very quickly. By the number of times they've called or emailed you about their problem, they already know who they are. You are most likely in one of your lower payment tiers. You are asking about things that are not at your product or service. They regularly ask for discounts and refunds. They send long emails to ask you questions or help. They can attack you personally.

If you can identify problem customers before they become your customers, you can save yourself time and trouble later on. When talking to a potential customer, there are a few warning signs you can use to determine if it's causing a problem. Potential problem clients may ask you to do a smaller, significantly reduced project, or even freelance work, in exchange for a potentially larger project in the future. If they don't want to pay your market price for the first project, they don't want to pay your market price for future projects either.

Dealing with problematic customers

The best way to deal with potential problem customers is to not meet all of their needs. As you would do with potential clients, you should make absolutely reasonable effort to answer their questions, but not spend a few hours answering their questions, signing the legal documents they bring to you, or just for them. a lot of work and you decide it's worth it. If they send you a long email, respond briefly and don't waste time with it. When the potential problem client realizes that he can't push you, he's probably wasting someone else's time.

Payback is generous

Sometimes you won't be able to identify a problem customer until they pay you. You should benefit the customer without doubt at the first problems they encounter, but after a while it will be difficult to continue with your problematic customer.

It's okay to say no to his unreasonable demands. Gently tell them that their additional or unusual requests are not part of the product or service you're offering. If they continue to complain, apologize and offer a refund. "Sorry, we can't process your request. If you want, we can cancel your order and refund your payment." You say. Most of the time, they accept the refund offer and set off. Allow yourself to get away from this troubled customer.