Work it Richmond discusses difficult customers and assesses the costs of sending them on their way. How do you think this might apply to church or not.
Q. Can you fire a customer?
A. The short answer to your first question is yes, you can choose to stop serving a customer because he or she is behaving badly. However, you cannot stop serving a customer because he or she is a member of a protected class (e.g., minority, female, disabled, etc.). Not only is it morally wrong, it’s illegal. Deciding not to serve a customer is a very serious decision that should not be taken lightly. We suggest four steps.
First, fix the problem…
Do the numbers – Before deciding to fire a customer, ensure that you understand the financial implications. Consider not only the variable contribution from that account, but also the cost of replacing the customer, and the cost of the former customer sharing negative experiences with others. A satisfied customer will tell one person, while an unhappy customer will tell seven people…
Consider all of the costs…
Don’t burn bridges – If you do reach the difficult decision to stop serving a customer, end the relationship as pleasantly as possible. Don’t say that you are ending the relationship because the customer is horrible. It’s better to explain that, while you are very sorry, your company is not geared to meet the customer’s expectations and that his or her needs can be better served by someone else…