Page 11 - Upper Peninsula Business Today -- September 2018
P. 11

SEPTEMBER 2018 UPPER PENINSULA BUSINESS TODAY PAGE 11
Businesses May Need To Break Up With Customers
NEW YORK — It’s not me, it’s you: Though it can be painful, sometimes, a business owner needs to break up with a customer.
When Gil Gildner’s big client started paying more slowly and stopped communicating well, cash flow was at stake.
“The payments became a week late, two weeks, a month late and then the final month it never came,” says Gildner, co-founder of Dis- cosloth, a marketing company in Little Rock, Arkansas. “We decided, you’re not even invest- ed in this project. We have to cut this off.”
Letting go of customers is something most small business owners do at some point. Some- times the survival of the business could be at stake, or it may be a client who cannot be satis- fied and becomes an emotional drain on every- one. Even if it’s a big account, it may not be worth the risk of unhappy employees quitting.
Gildner found a silver lining: “Within the first month, we found that jettisoning the client gave us enough bandwidth to pick up new clients who ended up giving us even more rev- enue.”
Many times, the problem is a frustrating cus- tomer. Steve Cooper, co-founder of Excella, an information technology firm in Arlington, Vir- ginia, recalls a project in which he couldn’t speak with top executives, only with lower-level
managers. Cooper’s staffers did the work only to be repeatedly told to redo it.
“Eventually, we recognized that our employ- ees’ satisfaction and well-being were more important to us in the long term than investing in this futile relationship,” Cooper says.
It can be especially hard to drop a big corpo- ration. But Nancy Cramer found that big com- panies dictated payment terms that didn’t work for her, and felt she wasn’t treated with respect. Cramer, a leadership consultant in Dallas, was told, “If you want to play with the big boys, you have to wait in line.”
After working with the client for 15 months, Cramer gave up, saying, “Some customers are not worth having.”
Lawyers may not be able to end client rela- tionships. If they’re in the midst of litigation, they must ask for court permission to withdraw, and a judge may say no. But when the attorney- client relationship is about routine business matters like reviewing contracts, there’s more leeway. Bob Horst, an attorney with Timoney Knox in Fort Washington, Pennsylvania, has stopped working with business clients when they “want to achieve something that’s unrea- sonable or highly impractical.” Or when they fall behind in payments.
“No one likes to see a promising relationship
end, but it’s a hard reality,” Horst says.
The breakup itself should be handled diplo-
matically and without rancor, owners say.
“I typically make an excuse, such as, we aren’t able to handle that project at this time, or we raise our prices,” says Veronica Kirin, who owned a Grand Rapids, Michigan, website design company until earlier this year. “You don’t want to burn a bridge and you don’t want
to hurt your company’s name.”
Usually the problem was an impossible-to-
please customer, but Kirin also stopped work- ing with clients who made inappropriate com- ments about a new female staffer.
“I’m protective of my team, and don’t want to work with someone whose first reaction is about the looks of one of my employees,” says Kirin, who now has a business coaching and speaking company.
Complaints from a customer don’t have to mean ending a relationship. They can be valu- able feedback, says Paige NeJame, who has a CertaPro painting franchise.
“A picky customer often points out our weaknesses to us in a way from which we can grow and get better. There is a big difference between ‘picky’ and ‘intolerable,’” says NeJame, whose company serves the Boston area.
But NeJame recalls one customer who com- plained after his house was pressure-washed to prepare for a painting, and a ladder flattened a small part of his lawn — unavoidable and not permanently damaging. NeJame told the homeowner, “We don’t think we can make you happy. You don’t have to pay, and we’ll find you another contractor.”
In this June 14, 2018, photo, Paige NeJame, who along with her husband owns a CertaPro painting franchise, poses in a work room at her company headquarters in Rockland, Mass.. (AP Photo/Charles Krupa)
WILLIAM L. KARR, P.S.
SENIOR PROJECT MANAGER
816 ASHMUN STREET - SUITE 1
P.O. BOX 758, SAULT STE. MARIE, MI 49783 E-MAIL: wkarr@sidockgroup.com (906) 632-1500 Fax: (906) 632-3220
BRADLEY J. BUTCHER, AIA, NCARB
SENIOR PROJECT MANAGER
757 S. WISCONSIN. GAYLORD, MI 49735 E-MAIL: bbutcher@sidockgroup.com
(989) 705-8400 Fax: (989) 705-8403 Cell: (989) 370-4570
JEFFREY M. MUDROCH, P.E.
PROJECT MANAGER
816 ASHMUN STREET - SUITE 1
P.O. BOX 758, SAULT STE. MARIE, MI 49783 E-MAIL: jmudroch@sidockgroup.com
(906) 632-1500 Fax: (906) 632-3220 Cell: (906) 203-0628
PATRICIA A. WEINREIS, P.S.
PROJECT MANAGER
816 ASHMUN STREET - SUITE 1
P.O. BOX 758, SAULT STE. MARIE, MI 49783 E-MAIL: pweinreis@sidockgroup.com (906) 632-1500 Fax: 906-632-3220
DAVID J. ULREY, P.S.
PROJECT MANAGER
816 ASHMUN STREET, SUITE 1
P.O. BOX 758, SAULT STE. MARIE, MI 49783 E-MAIL: dulrey@sidockgroup.com (906) 632-1500 Fax: 906-632-3220
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