Growth August 27, 2020

Tip: Grow your business by firing problematic customers

Growth Bites @growthbites

Some customers are just more trouble than they're worth, no matter what type of business you run. Fire customers who drain your resources so that you have more time and energy to grow your business.

Preetam Nath (@hipreetam93) of SuperLemon recently "broke up" with two of his clients. While he says it was a scary decision to make, these clients required an excessive amount of support, and the opportunity costs were too high for him. Now, he has more time and energy for higher-leverage tasks. Of course, you've got to be careful not to fire clients out of hand. Like it or not, their feedback is valuable. And there are often less extreme alternatives (e.g. proactive support). Furthermore, some high-maintenance clients make it worth your while with money, referrals, and so on. At the end of the day, it's a judgment call. But if you choose to part ways, try to do so on good terms. Make sure you're appreciative and positive. Take responsibility. Extend goodwill, like well-wishes and refunds. And offer them alternative solutions that might fit their needs.

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