Feb 5, 2025
How To Handle Toxic Customers
Hello, this is Hall T. Martin with the Startup Funding Espresso -- your daily shot of startup funding and investing.
Toxic customers can ruin employee morale and distract them from their work.
Here are some steps to handle a toxic customer:
Remind the customer of the company’s policies and what the engagement entails.
It’s sometimes the case that the customer thinks the company is supposed to do more than what was agreed.
Set the rules of working together so the boundaries are clear.
It’s often the case that the customer gets caught up in the excitement of the project moving forward that they start to add more features than originally agreed.
Say ‘No’ to project creep and ways of working that are outside the scope of the company.
Some customers work twenty-four hours a day and expect others to do the same.
Remind them of your working hours and ask to keep the meetings within those bounds.
Some customers miss deadlines and expect the company to make up for it with uncompensated additional work.
Remind the customer of the schedule and indicate they must pay an expedited fee or accept a later schedule.
Some clients act in a passive-aggressive manner.
Keep good records of what was promised and delivered so there’s no guilting your employees into doing work uncompensated.
Some clients can become abusive.
In those situations, it’s important to protect your employees in which case you may have to fire the client.
Consider these steps in dealing with toxic customers.
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