The Bully Customer

Mycroft and Fergie

Earlier this month, we had a house guest; a King Charles Cavalier/Papillon mix named Fergie. Formerly the family dog, Fergie now lives in Vermont with my stepson Chandler and visits on occasion. During this recent extended stay, I was reminded of the lion he once was and how he became a lamb.

Prior to my joining this family five years ago, Fergie ruled the roost. He yipped at everything that moved and let everyone know who owned the house.

Moving in with me were my two Russian Blue cats, Sherlock and Mycroft. Ask Allison’s twins and they’ll claim the boys were the only reason they allowed me to marry their mother.

Fergie, however, was having none of it. He relegated the cats to the basement, barked at them and chased them incessantly.

He was a bully.

The boys suffered for quite a while before Mycroft decided he’d had enough and took some well-placed swipes at Fergie with his claws, landing just enough to put an end to the bullying.

Got any clients like this?

I’ve heard this story played out in various ways over the years. New sales people put up with rude customers. New franchisees in print and signage allow themselves to be pushed around, all because they need the business.

Then, one day, they decide they’ve had enough. Most often, it happens when they build enough of a business base that they don’t need the annoying work.

Then, the next time the bully bullies, the claws come out and the nightmare is over. The annoying client is fired or their work is refused.

What’s interesting, however, is what happens next.

You would think the bully would just go find someone else to annoy. Instead, almost every time the bully backs down and becomes a model customer.

The power was there all along.

No amount of business is worth putting up with inappropriate customer behavior. The sooner you push back, the sooner it will end. Perhaps you might even find, as my clients have, all it took was a firm approach to turn that lion into a lamb.

You will be tested to see how far you can be pushed. Once you’ve decided to draw the line, one of two things will happen. Either the annoying client leaves or they decide to abide by your rules.

But the first step is yours and it is 100% in your control.

Learn sales best practices inside The Sales Vault. Go to SalesVault.pro or call Bill Farquharson at 781-934-7036.