Not All Customers Are Good Customers

You may think that as a business owner you want every customer you can get your hands on.

Not true.

Some customers will actually make running a business very hard for you. You have to judge whether the money you make from their custom is worth the time and effort you are putting into them.

So many examples I could quote from business experts I admire but perhaps Paddi Lund is as good as any.

Paddi was a dentist who is his own words was treating mainly ‘drill and fill’ customers. He was working long hours and felt miserable. One Saturday he took a chainsaw to his reception and carved the desk up. He put his customers into categories A,B and C.

A – paid on time, turned up on time and appreciated his work.

B – paid and turned up on time but not much fun to deal with.

C – paid late, missed appointments and complained a lot.

He sacked all his C and B customers and made his dentist practise invitation only. The only way to become his customer was via recommendation by an existing customer.

Did he go bust? Did he lose all his customers?

No. He tripled his income and halved his work hours.

Some customers are simply not worth the hassle. They want Rolls Royce service for Citroen prices. They disrespect you, your skills and your time and leave you feeling frustrated.

Pass them over to somebody else and make space for a quality customer instead.

Paul Browning
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