How to

Hiya, and firstly welcome 

Thats a tough one, but if you feel he genuinely cannot get a better price or the product then you politely tell him just that, IMHO.

Next year when he calls back, state your price, don't budge - the price is as quoted. Calmly explain that that is the advertised price and you cannot do anymore. What can he do - where is he going to get your product? Would he do the same in supermarket and ask for a reduction in there?

Not sure if you can actually refuse an order but you can accept it on your terms not his. Possibly he will leave a negative review which you can respond to and if that happens give us a call and we can help you respond with our 11 years history of dealing with reviews, we have seen most things !

Welcome to the forums and what a cracking question 

Unfortunately like you, we have found over the years that not all customers are good customers!

I'm a huge fan of the 80/20 rule and you can pretty much apply it to everything, including problem customers. 20% of your customers will cause 80% of your admin and resources. Identifying this and not being scared to turn people away is a great way of freeing up overhead.

So in cases of hard work customers, perceived ongoing issues or problems, we have a variety of methods of gently turning people away. From a gentle, "this really isn't for you", to more extreme measures including a refund and/or removing and blocking from signing up or taking out a listing with us in the future.

Customer service is vital and we pride ourselves in it, but it's also a 2 way street. Some people are naturally belligerent, unrealistic or just overtly rude, nasty or life's moaners. So let them be someone else's problem.

We happily spend countless time on individual businesses helping them out, going above and beyond, as long as it's appreciated.

In your scenario, you have a long history with a customer, it sounds like a fraught relationship, makes little business sense and he has already given you a way out. "I'll take my business else where" - So let him. But be polite, stay professional and say goodbye.

If you are the only place in the UK to get your product, even better  

Consider anything you send via communication may end up cut and pasted onto a review site, or social media. So think carefully about any wording, then set up a google alert for your business name and his (or a few variations) so you will know if he does leave any negativity on reviews or social media.

But this can be easily combated by building up a positive reputation across review sites, social media sites, and adding a calm rational and factual response to any negativity. 

I have diplomatic way of disposing of unwanted customers and a not so diplomatic way....

Now where's that concrete supplier....?

Originally Posted by Barney

“I have diplomatic way of disposing of unwanted customers and a not so diplomatic way.... ”

The customers is not always right and you do need to make a living.

My wife runs her own online ink & Toner business and she has had her fair share of moaners too. The most common issue involves customer stupidity 

eg A customer incorrectly bought the wrong set of compatible ink cartridges from our website at a cost of £3.50.

They were dispatched the same day, he complained they didn't fit his printer, after several emails, a phone call and the realisation that HE HAD CHANGED HIS PRINTER, ASSUMED THE CARTRIDGES HE HAD ALWAYS BOUGHT WOULD STILL FIT THE NEW PRINTER.

Well, this customer then expected to return the wrong cartridges (opened and now useless) at our expense and then receive a replacement set which were more expensive anyway... at no extra cost him.

My reaction was "over my dead body",

the wife totally ignored my views and took the loss on the basis of retaining an old customer. He was clearly satisfied and he will order again. My Wife has and will continue to make a small profit from this customer.

I guess you have to consider the merits of your investment in terms of patience and effort. If you will never make a profit from your customer politely advise him to seek an alternative supplier.

Originally Posted by Hornsea ink

“..... The most common issue involves customer stupidity 

....”

Oh Ray - I am sure between us we could write a book on stupidity and lack of commonsense.

I am regularly asked how long our lifetime listings are for 

Originally Posted by Garde

“Oh Ray - ...

I am regularly asked how long our lifetime listings are for ”

the same goes for lifetime guarantees? I always want to ask 'who's lifetime, mine or the product?' if the latter it just goes to prove that the guarantee is worthless. If the former and the customer was say 20 yrs old they might live for another ninety years, will the company still be around to honour said guarantee?

That's a valid question ! Some are insurance backed so that will be irrespective, assuming of course you can track the insurer down.

Ours are quoted as: - "for as long as the mylocalservices.co.uk website remains online or Lowi Ltd remains in business."

Most businesses think this way "more customers and better is the business". But some customers are quite simply bad for business. And sometimes, it's unclear how to react to such an irritated customer. I think business needs to create a culture that both solves for the customer and empowers customer service employees to know when and how to draw a line if necessary.