Doing Whatever it Takes, Part Three

This week, I’ve been talking about dealing with problem customers. I’ve previsously written about my worst customer. But I haven’t shared something that happened two years later.

The customer had violated numerous provisions in our contract, including the terms of payment. Two years later, he emailed me several times to let me know that several items needed attention per my guarantee. I ignored his emails, but then he sent me a certified letter. While I was tempted to ignore the letter as well, I decided to address the issue head on.

I sent him an email and informed him that, because he had violated the terms of the contract, there was no guarantee. I pointed out to him that the contract stated that a failure to meet the terms of the contract, including payment terms, would void all guarantees. I never heard from him again.

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