Cutting Down on Irate Calls

No matter how hard you try, you're not going to please everyone—but you sure can try. That's why you should document every irate call you receive as part of your systems approach to improving your business. Once it's documented, brainstorm ways to eliminate such calls.

Life's too short to suffer at the hands of an unreasonable customer, especially if they're one of those lazy slugs who won't do any work. So while you should treat every customer with respect, demand that they treat you with respect. If they're disrespectful or rude on the phone, feel free to say, "Our company policy is to disconnect from rude customers. Please stay professional, or I will be forced to terminate the call." If they keep up their antics, then hang up on them. You don't have to put up with garbage.

You see, the customer is not always right, despite the popular misconception. The customer is important, but you don't have to take mistreatment from any of them. Some of your customers are going to be outrageously, egregiously, dead wrong.