How I Put The Smack Down On Toxic Customer With 12 Year History Of Buffoonery

Discussion in 'Sales Mastery' started by TheEyeball, Oct 22, 2014.

  1. TheEyeball

    TheEyeball Friend of the Ladies

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    Ross Trittipo
    Backstory:

    I've done work for this customer for 12 years despite him regularly cancelling appointments at the last minute and asking for discounts.

    On Sept 5th I cleaned several rooms of carpet in his house at a heavily discounted rate which he asked for and I accommodated even though there was no good reason to provide a discount.

    Nearly 2 months later he asked me to reclean his dining room. I knew it was a ruse because they let their dog piss all over the house, and he obviously just wanted it recleaned again because the dog continues to pee there. I've let them abuse my kindness in the past, but now I'm tired of him walking all over me. I decided to be firm but fair, and I think you'll see that reflected in the screenshots of our text messages below.

    He tried to say my OOPS! Program should cover the pet stains that are "reappearing", but my OOPS! certificate clearly states pet stains aren't covered.

    He also said the only reason he paid "extra" is because of the OOPS! Program. That's a lie because he didn't even know about the OOPS! Program until I collected his check and handed him the certificate. Plus, he didn't pay extra. I gave him a large discount.

    "Arles" is mentioned in the text messages. That is a small house on Arles Drive his family used to live in that they now keep as a rental. I've cleaned it many times so we refer to it as simply "Arles".

    6cddde83-6b6a-46bb-ab50-9f674b25306f_zpsfa6ec59a.png
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    16c2268d-0da4-47ee-be3f-87ba864c103e_zpsadaee125.png
    9f0b25b1-b3f3-4377-8dcc-65605049826b_zpsfeb1910a.png
    62052cf5-e678-4369-b506-1f4d9ffe2c31_zpsc7975df4.png
    9526758f-1e40-4b25-8c45-a52fc9d0aa7d_zps51ec2aaa.png
    d7390682-12cd-4265-a5d2-760682a4d901_zpsa5db4d24.png

    I love how I handled this. I don't want to continue wasting my time on a toxic customer. I handled it firmly but politely. My technique worked and this particular "leech" customer is now moving on. I'll never have to waste resources there again. I'm almost positive he won't leave a bad review anywhere because he lost his cool and called me a name ("idiot"). When that happens shame normally sets in and I think he'll forget the whole thing ever happened because he knows he lost his cool.
     
  2. fencerider

    fencerider Entrepreneur

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    Let me say..I haven't read this yet, I just scrolled down to leave this comment...here's the funny part..I'm actually giddy..I love when Ross drops these gems...I hope I'm not disappointed...here goes...
     
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  3. fencerider

    fencerider Entrepreneur

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    Once a businessman knows how and when to FIRE a client, they've leveled up in the game. Great job, good thread, I wasn't let down.
     
    clean_freak likes this.
  4. joey0895

    joey0895 FatCat Member

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    I've been guilty of allowing customers to rake advantage of my kindness as well.

    Your customer basically admits that because you were kind enough to help him out before that he expects you to be obligated to help everytime for eternity.
     
  5. freemind

    freemind Syndicated FatCat Entreprenuer

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    I can't believe you didn't drive over there and kick him in the bag!
    That dude is a dipsheet.

    Well, now Torrey can be expecting a call.
     
  6. TheEyeball

    TheEyeball Friend of the Ladies

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    Ross Trittipo
    In case anybody's curious, this is the back of my OOPS! certificate that I give each customer. It's the image you can see in the text message above.

    OOPSside2_zpsfe8f33ac.jpg
     
    Daniel Provorse likes this.
  7. fencerider

    fencerider Entrepreneur

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    It's all about boundaries. Set proper expectations up front and people won't try that crap, and the ones who don't like it, oh well, you don't want them as customers.
     
  8. TheEyeball

    TheEyeball Friend of the Ladies

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    Ross Trittipo
    Torry and I were talking about that last night. We were eating dinner together when this guy was texting me. The customer has no idea how close he was brushing to danger. Luckily for him I was in a good mood at the time.
     
  9. Kipp

    Kipp Syndicated Entrepreneur

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    See you're an A hole just like me
     
  10. TheEyeball

    TheEyeball Friend of the Ladies

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    Ross Trittipo
    If you only knew. It's worse in real life.
     
  11. Torrey W

    Torrey W Syndicated Entrepreneur

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    Torrey Whitaker
    That guy was one wrong text away from having a very very bad morning...
     
  12. Torrey W

    Torrey W Syndicated Entrepreneur

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    You have no idea.

    I do believe he even yelled that an opposing team (we were playing trivia at a pub) was cheating.

    My wife has read me and Ross's text threads in the past and asked me I if we re fighting and mad at each other because of how we talk to each other lol
     
  13. Kipp

    Kipp Syndicated Entrepreneur

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    I find that hard to believe
     
  14. TheEyeball

    TheEyeball Friend of the Ladies

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    Ross Trittipo
    I don't care
     
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  15. Joseph Rogers

    Joseph Rogers Syndicated FatCat Entreprenuer

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    Out of curiousity...do you REALLY think that was the best way to handle it? I went back and re-read it, and didn't cringe like I did the first time...but what are you going to say if he DOES leave a review?
     
  16. fencerider

    fencerider Entrepreneur

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    Should we give up our dignity out of fear?
     
  17. Joseph Rogers

    Joseph Rogers Syndicated FatCat Entreprenuer

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    Not what I am saying.
     
  18. fencerider

    fencerider Entrepreneur

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    Ok. Articulate what you are saying. What would you have done? And keep in mind, dragging out a conversation to appease somebody is also wasting valuable time.
     
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  19. Joseph Rogers

    Joseph Rogers Syndicated FatCat Entreprenuer

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    Ross has handled some heavy situations with a certain panache, and I doubt he hasn't thought about my question. I just want to know how he'd respond.
     
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  20. fencerider

    fencerider Entrepreneur

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    The one thing I would have done different is pick up phone once I saw we were two ships passing in the night. When you heard a real human voice explaining the situation, it *can help through water on a potential fire.
     
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