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Extreme Measures — Firing Customers

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Sometimes firing a customer is good business sense, according to Norm Brodsky, owner of CitiStorage Inc., a New York-based records-storage company.

Indeed, Brodsky quickly tired of a $200,000 account’s repeated verbal abuse of CitiStorage employees. He informed the customer that unless the abuse stopped, CitiStorage would end the relationship. And it did.

The experience prompted Brodsky to evaluate all difficult accounts. Since then, abusive customers and manipulative bill dodgers get only one warning letter before they’re fired. The firm’s loss: A paltry $4,800 a year. Its gain: Soaring morale.

Source: Inc magazine, July 2002

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