June 29, 2015 Issue


9 Responses to “June 29, 2015 Issue”

  1. Christy Says:


    First, let me thank you for the insight and wisdom you impart to my Inbox each week. I look forward to it and greatly appreciate it.

    Now, on to my question: we own restaurants and I very much agree with your newsletter this week, specifically this part: “a customer that sucks up so much of your time, energy, and other resources that they cause you to lose money is not a customer.” however we are unsure of how to go about “firing” them without a backlash. Any advice?

    Thanks again,
    Christy in Houston

  2. Missy Malechek Says:

    Well said, Glenn. And a very timely reminder for me, as it turns out… Thank you!

  3. Michelle Says:

    The information in this e-mail is perfect for a situation I have encountered before. My question is similar to the one Christy asks: do you have some recommended verbage for acting on the suggestion of “firing” a customer? What is best said (or not said) to make that exchange go smoothly?

  4. Robert Says:

    I have been planning for sometime now to be a small business owner.
    I really, really, really, liked that article.
    as usual , thanks Glenn

  5. Jamie Says:

    Great article. I forwarded it to several of our sales people to emphasize what we often tell them – for the right reasons, “it’s OK to fire a customer”

  6. Terry McCann Says:

    That reminded me of three ‘ladies’ who flew into Houston with their husbands who were attending a conference. They called our real estate office and had one of our realtors show them houses for a day and she paid to take them to lunch. After using up her time and money they blithely informed her that they were flying back to Dallas, they had no intention of buying any property and were only killing time while their husbands were at the conference!

  7. Terry McCann Says:

    While my last remark may not seem relevant it is. During my time as a realtor I met more people who sucked up my time. Because I wanted to make some money I went along for the ride hoping that they would eventually buy something? I had to learn to drop these customers when it became evident they weren’t serious about purchasing property and turn my

  8. Terry McCann Says:

    Sorry my computer jumped onto the next page. Anyway, I had to learn I was in business to make money and not to make friends and turn my attention to customers who were actually serious about purchasing property.

  9. Andrew G. Ellsworth Says:

    I just wanted to say this is a very good article from Glenn this last week. We have turned down working for some customers on projects because they have unrealistic expectation and timelines of work that can’t be realistically performed. As we are all aware labor hours are a precious resource, so when a business can choose their customers to work for rather than work for everyone and their dog, it make life a lot easier. I have always lived with the motto in my construction company to under promise and over deliver than to over promise and under deliver. But sometimes no matter how hard a company tries it is impossible to make certain customers happy. Over time and experience in business it is easier to recognized these customers and stay away from them. These “Liabilities” (bad customers) have cost me up to as 6 figures, by eating that much profit I learned fast who I would rather work for.

    Best regards and have a safe Independence Day,

    Andrew G. Ellsworth

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