April 16, 2012

Sales & Marketing: How to let customers go without ruining your reputation

If you’ve never shown a customer to the door, consider yourself a rarity and read on anyway, because chances are good that someday your turn will come. Sooner or later, most businesses reshape their clientele for one of two reasons:

On the proactive side, businesses part with low-profit customers to focus on those who deliver greater bottom-line results.

On the reactive side, businesses sever relationships with customers whose demands abuse company policies and damage business profitability and morale.

Either way, parting requires effort and finesse. Wishes aside, in the business world there’s no equivalent to a social network’s easy "unfriend" button. Here’s what to do instead.

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