The GM of the Cleveland Browns, yes, my Cleveland Browns (pity me) sent an email back to an irate fan the other day telling the fan to “Go root for Buffalo then. F#%* off”. Now admittedly, the fan did say he was emailing the GM and badgering him for months.
But I don’t care how you spin it. This is, at its root, telling a customer off. The GM runs the team, and the fan=paying customer.
Not good.
So there’s the question then. Is it ever ok to do this? Even in certain circumstances? If so, what are they then?
Let’s forget the Browns GM story and talk about your business. I’m sure you’ve “fired” some clients for being pains in the butt. But have you ever told a client to go blank themselves?
I haven’t, and I don’t think I ever would unless they were trying to cheat me. And if that was the case they’d get called plenty of names. :)
I don’t think that there’s anything to be positively gained by swearing at a customer, or treating a customer in any kind of way that is poor. And if they’re nothing to be gained except emotional exuberance, well… look, you’re running a business, get over it.
Let me repeat that again…
You’re running a business. You’re a professional. Act like it.
Running two of my own businesses, I'm with you there. Sure, you may think certain things, but burning bridges is never a good plan of action IMO. If you “fire” a client the right way they may actually still send referrals your way instead of telling people who-knows-what and running your name, and your company name, through the mud.
Sometimes it's necessary to resign a client account if the client is abusive. But there's nothing to gain from a screaming match even in that dire circumstance.
It's hard to walk away from money, especially in this economy, but sanity has to come first.
B.L. Ochman
As a rule, I pretty much tell everyone I meet to F*** off. I try to be an equal opportunity a-hole. ;)
I couldn't agree more. I've had to fire clients before, but I would never do so in a manner unbecoming of a professional. Even if you don't care what that client thinks, you should always be aware of how you appear in general. Ask yourself how you'd feel if your best client heard you firing your worst client. Would they still respect you?
The scenario you described above, might be a bit unique, but it proves my point. Now, many season ticket holders (well-paying loyal customers) have been exposed to the unprofessional response and I'm sure at least one or two will cease to be customers, even if the email's recipient was begging to be told to F off.