October 10, 2006
News & Opinion: Fire The PITA Customer
We can all easily describe our Ideal Customer. The person who is curious, has money to spend, is open to new ideas, etc. Each of us has our own profile. I have actually turned my profile into criteria: I must have the expertise, the client must value my expertise, and the engagement must be fun. If a client doesnt meet all three of these criteria, I see red flags waving furiously.
Think about what happens when you have the opposite of your Ideal Customer. Have you ever had a PITA customer? You know, Pain In The Ass. What happens? They drain you, waste your time, the time of your staff, and you dont make any money. They are never good referrals, because PITAs hang out with other PITAs. So, fire them before you start.
Not always easy to do, because we see the dollar signs and think if we dont take this customer, we dont know where the next one will come from. I maintain that you are in big trouble if you take the PITA. It is a glaring Opportunity Costand Opportunity Lost to attract your very best customers. Say NO! It is one of the best decisions you can make.
About Sally Haldorson
Sally Haldorson's job as 800-CEO-READ’s General Manager is to make 800-CEO-READ a great place to work for our employees, and a consistently high-performing customer service organization for our clients, authors, and our partners in the publishing industry. In addition to her General Manager duties ensuring collaboration, integration, and quality, she reads, writes, reviews, curates, and edits for the company. Helping craft The 100 Best Business Books of All Time used parts of both skill sets. Outside of work, she is most likely to be found hitting a tennis ball around or hanging out with her boys (husband, child, dog) at home.