You aren’t my ideal client and I am glad we are discontinuing services.
The client was in disbelief upon hearing those words for the following reasons:
1) Upon problems with delivery of goods the provider did not communicate
2) There was potential for long-term business
3) Services were always paid for promptly
Personally, I welcome the potential for long-term business and prompt payment. And to ensure this take place, I strive to satisfy delivery of goods and services. When something out of the ordinary arises, I quickly take action to make certain my clients are once again satisfied. It is the only way to continue to build rapport and your business.
Years ago, a sales manager said to me, Sometimes you have to fall on your sword and say I am sorry. This is excellent advice for every sales and business person to heed.
Given the above scenario, the service provider should have asked, How may we resolve the situation? Always take into consideration the client side of the story and you will be headed for a Smooth Sale!
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Although the thought of firing a customer is foreign to many, it is a viable business practice.
Consider a local Hospice provider. They get a referral from a doctor. The patient is admitted to their service. They make money. Not from the doctor but as a result of his referral.
Except at what cost. Lets suppose this doctor will not give a ‘do not hospitalize’ order. There are very few things that hospice can not manage for a patient and prevent the turmoil of going to the hospital.
Lets say it is also difficult to get orders, for something like pain medicine (you would not believe what happens in this area of health care and the reasons).
Now not only is the patient suffering, the staff is upset because they are unable to provide optimal care for the patient. Countless phone calls are made trying to resolve the challenge.
What if we fired the doctor as a referrer.
What if we recommended he try one of the other hospice providers in the city. We would lose a little business. We would have more time to provide even better service to the patients of those doctors who were friendly to the hospice model.
Of course this will never happen.
There are all kinds of arguments for and against this stand. What if it got to the point that no hospice would take his patients. He might just have to change and start providing care in line with current evidence based medicine practice. Then all patients would benefit.
Before becoming a nurse and as a contractor I fired several customers. They were surprised. I eliminated numerous time consuming headaches.