I’ve written before about the benefits of firing your worst customers. But any customer service business also has to try to make all their customers happy. How do you know when it’s time to let someone go?
Ask yourself two questions:
1. Have you lost faith that you’ll ever be able to make this family happy with the service you’re providing? (That’s not the same question as, “Do you think you’ll be able to do a good job for them?")
2. If you could go back in time and not enroll this family in the first place, would you take that option?
If you answer yes to either one, both parties deserve the chance to part ways now.
Here’s a past post on choosing the right customers to help avoid situations like this.