Comments on: How to Deal With Clingy Customers

By: Advanced Computer Group, Inc.

Advanced Computer Group, Inc. — Sat, 20 Sep 2008 19:42:57 +0000

Great Post! WE have had clients like this over and over again. In the beginning when I first started out, even before I Incorporated my business, and expanded by leaps and bounds, I had this all of the time. Usually with clients that were either friends of mine, or acquaintances. They would constantly call all hours and request/demand a simple fix over the phone. I almost always used to do it, because I was just starting out, and wanted to keep my clients.

As time has went on, I realized that I simply wasn’t making as much money as I thought I should be, as well as I found out that while I did do on site work for them, they would try and haggle the price. After some time, I advised these clients that I am in business to make money, though not make tons off them. I also explained that it costs money to run a business, and my prices are fair.

Later on, some time down the road, we incorporated. Now things have changed drastically, we charge more, and barely ever give away freee advice, or free work (unless it’s something that takes 2 minutes to do.) All of our customer have stayed, expect for the ones we dropped on our own doing, and they do not mind paying the new prices, or not getting free support. In fact I like to think they pay for our quality, professionalism, good service, being on time, being available, and what ever else.

Being firm and honest goes a long way. If the customers choose not to stay with you, then they are actually doing you a favor. Why would you want clients that would hassle you over prices anyway?

By: Webkinz

Webkinz — Mon, 18 Aug 2008 20:44:34 +0000

I completely agree. Especially with setting boundaries. You need to establish that with clients because if not, they will be trying to get as many freebies as they can.

By: Beth

Beth — Fri, 15 Aug 2008 17:04:41 +0000

It can be so difficult to not help a customer, but the customer needs to realize that there are boundaries and that you are in business to make money, not give away your services for free. Every now and then helping out a good customer for free and going “above and beyond” is a nice gesture. You have a great idea about asking customers to email their problems first.

By: Carolina Panthers

Carolina Panthers — Tue, 12 Aug 2008 22:31:19 +0000

Thanks for the advice. I’ve dealt with many customers like that, and sometimes it has gotten to a point for a just tell them to shut their mouth and listen to what I have to say.

By: lonagcio

lonagcio — Tue, 12 Aug 2008 03:37:26 +0000

I have a newly retired customer who does not call me at awkward hours, but does call quite often. He prefers me to come over every time something comes up. He stays 3 minutes driving distance from me and is always willing to pay, usually $25 because he calls so frequently . This is at least once a week. Most visits last 30 minutes. Personally, i think he is just bored after 40 years of selling insurance and calling it quits. Who knows? But I always take care of him and make him feel appreciated.

By: Abby

Abby — Tue, 12 Aug 2008 00:52:37 +0000

Like the case in your article, several customer prefer to consultate their problem over the phone. Maybe they want to minimize the repairing cost…How would you reject this request when they insist that you should not come to their house? What did you do after your customer declined you to come to her house? Guide her through the phone until her printer working again?

By: Devlyn

Devlyn — Mon, 11 Aug 2008 14:14:34 +0000

We have solved most of this as we bill for all support items, even phone calls. Our customer base is mainly professionals who bill for their time so they understand our billing methods. We have very few problems billing this way and needy customers can either afford our services or are not so needy after the first bill.

By: Gareth

Gareth — Mon, 11 Aug 2008 07:42:38 +0000

Brilliant post.

You’re absolutely right. Nicely summed up.
One of the biggest traps you fall into in this line of work is going _to_far_ out of your way for the client without making them clear of their options.

It’s taken me 6 years to realise that even if it’s not your clients intention they will take advantage of your desire to go the extra mile in an emergency.

They start screaming “fire fire! It must be done today!” and you respond. Pulling all nighters or whatever it takes but never clearly laying down the cost of this extra mile.

Think of Harvey Keitel as Winston ‘The Wolf’ Wolfe in Pulp Fiction. Then you’ve got a role model for being absolutely awesome at the drop of the hat and your clients know you charge top dollar.

Done right you end up with satisfied clients and recompense for your ‘mad skillz’.

Keeping a straight face and not backing down when it comes to price has been a hard learned skill.

Stay strong. You’re worth it!

By: Richard

Richard — Sun, 10 Aug 2008 20:13:40 +0000

I agree this is good advice.

I have several clients who contact me frequently with “little” questions that consume lots of time, for which I can rarely charge. However, they are good clients and they often refer me to others so I do my best to keep them happy.

By: gunslinger

gunslinger — Sun, 10 Aug 2008 19:44:40 +0000

Great advice. I would do well to use these tactics more than I do.