How to fire a customer?

[slimslob]

Re: How to fire a customer?

My problem is specifically related to their office manager and how much bs we have to endure. Every interaction is contentious and unnecessarily drawn out due to this. I spent 45 minutes on the phone this week trying to get a meter count from this person. Still haven't gotten it.

That office manager has a boss whether it be someone local or a corporate office somewhere else. That is the person you need to be talking to, either directly or through KMBS account manager who made the original sale. Most likely you are not the only person who is having problems with the office manager. Uours just might be the complaint that bring swift action, like released for cause.

[progoffice]

Re: How to fire a customer?

This is why we never include maintenance in a lease and are very picky when it comes to interterritorial service contracts. The power should be on both sides to cancel if one party is not satisfying the terms of the contract. As far as meters go, can you not set the machine up to send those to you? The C368 is a good machine, so there shouldn't be too many service calls on it, but if the customer is just one of those that's never happy you've got to let them go. When you threaten to take service away, they'll either back off with the unnecessary bitching or be glad to send their bitching to some other unfortunate dealer. If they owe you money in addition to all the headaches, the answer should be pretty clear. Don't let Konica tell you how to run your business either. Their probably making money on your service for this machine and not having to deal with any of the problems, plus you're having to buy parts and toner to service the machine. Sometimes you win by losing, in this case a bad customer.

[lenovos]

Re: How to fire a customer?

Oh boy, where to begin...

To start with...we are but lowly dealers. Konica doesn't have any other representation for a thousand miles. We are remote enough that we can pretty much operate undisturbed: KMBS rarely contacts us for anything. This is a KMBS-direct customer, not a sale/maintenance contract that our dealership made. It is a pretty new machine (C368), and I have no issues with the machine condition or it's treatment. My problem is specifically related to their office manager and how much bs we have to endure. Every interaction is contentious and unnecessarily drawn out due to this. I spent 45 minutes on the phone this week trying to get a meter count from this person. Still haven't gotten it.

We are an extremely small outfit (down to 2 techs right now), and neither one of us has the patience to deal with the person. We are just flat out done. I can't even imagine a click-rate that would make me entertain the idea of keeping this customer....but it would be like a buck a page, minimum. mono. Five bucks color. Double-click on anything over 5.5x8.5.

Send them a bill for 1000.00. Explain all your grievances. Then wait and see.