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Take a Stand!

Are you running your company, or are your customers? Even if the customer is always right, you're still the boss.

This story appears in the July 2001 issue of Entrepreneurs Start-Ups magazine.

You've done everything you can, but it's not enough. That irate customer standing in front of you isn't going to budge until you refund his money, formally apologize to his wife and three closest friends, buy him a trip to the Caribbean, and fast for two weeks out of penance for your sins. He's already created a Web site devoted to slamming your company, and he spends his afternoons handing out leaflets outside your store, warning passers-by of your "unfair business practices." Do you automatically hand him the world just to get him out of your face?

Your sales and marketing classes told you that the customer is always right, but if you've been in business for any amount of time, you know that some people are never satisfied. So when is letting customers go a better business decision than bending over backward trying to please them?

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