Fire ‘em!
Business owners are often advised to fire their worst customers. Consumers should do the same when it comes to companies that aren’t serving them properly.
Entrepreneurs quickly learn that a small percentage of their customers cause most of their problems. These troublesome clients complain, nitpick, drag their heels on payment and refuse to honor contracts. Any money they bring in is more than outweighed by the hassles and frustration they cause. Firing them can feel scary, but frees up resources that can be used to grow truly profitable accounts.
Consumers, and I think particularly women consumers, too often make excuses or simply put up with companies that offer lousy service or otherwise abuse their customers: banks that fee us to death, cable providers that break their promises, businesses that waste our time.
I recently fired a veterinary clinic that took good care of our cats and lousy care of us. Waits of 45 minutes or more for appointments were common, and even trying to pay the bill was an ordeal. During my last visit, I was kept waiting along with an octogenarian who looked traumatized and exhausted. He stood there, with his credit card in hand, only to be ignored by every staffer who passed him by. I left after 20 minutes, only to get a snippy phone call about why I hadn’t waited to get my bill. For all I know, the old man is still there.
A friend’s referral led me to a veterinary practice that couldn’t be more different than the one I patronized for too long. Waits are brief, the care is compassionate, the desk staff is professional and efficient.
A girlfriend had a similar experience with a doctor’s office. She put up with unreturned phone calls, billing mix-ups and a staff with a “couldn’t care less” attitude for nearly a decade because she liked the doctor himself. But finally there was one unreturned call too many. She found a new doctor whom she likes just as much, and whose office actually functions as it should.
Why did we wait? I asked her. She just shrugged. Because we forget we have choices, she said.
We do. Let’s use them. Fire somebody today.
YES! Liz, I’m with you. I’ve fired clients, vendors, and even so-called friends. I forget who said, “Friends are like clothes — every so often you have to clean out your closet” but she was right. When it comes to firing service providers and finding new ones consider http://www.angieslist.com. It’s a website popping up in many cities where you can post a complaint about service and read reviews about service providers you might be considering. It’s one way we consumers can fight back. Now… if someone can just tell me how I can fire the US Postal Service I’d be a lot happier.
Comment by Dr. Lois Frankel — April 1, 2008 @ 6:26 pm
Angie’s List is a great resource, and well worth the subscription cost (it’s often free when they start up in a new city). I found a copper re-piping company through the site and was very happy with the work.
As far as the post office goes, I’ve managed to MOSTLY fire it with a private mail box company and by using UPS, Fedex and other private delivery services that offer free pickup. But unhooking yourself entirely is tough.
Comment by Liz Weston — April 2, 2008 @ 12:10 pm