Is it Worth it to Tell a Bad Customer to Never Return?

Deciding whether to inform a bad customer that they should never return can be a complex choice, and it depends on several factors. Here are some considerations to help you evaluate the situation.

Pros of Telling a Bad Customer to Leave

Protecting Staff Morale

Consistently rude or disruptive customers can negatively impact the work environment, leading to low morale among your employees. Removing them can help maintain a positive atmosphere for everyone.

Customer Experience

A bad customer can negatively affect the experience of other customers who may be present. Prioritizing a positive atmosphere is beneficial in the long run.

Business Reputation

Standing firm against unacceptable behavior can enhance your reputation as a business that values respect and customer service.

Cons of Telling a Bad Customer to Leave

Depending on the customer's spending habits, banning them could result in a loss of business, which can be significant for small businesses.

Customers who feel wronged may share their experiences with others, possibly deterring new potential customers.

Refusing service to a customer can lead to legal repercussions in some regions if not handled appropriately.

Alternatives to Consider

Address the Behavior

Rather than outright banning the customer, you might address specific behaviors and set clear expectations for future interactions.

Implement Policies

Establishing clear policies regarding customer behavior and communicating them to all customers can help prevent misunderstandings.

Evaluate the Situation

Consider whether the customer's behavior is a one-time issue or part of a pattern. A single bad encounter might warrant a different response than repeated incidents.

Conclusion

The ultimate decision should align with your business values and long-term goals. If a customer's behavior consistently undermines those values, it may be worth considering a more definitive action.

Real-Life Example

Working in a very small business, I found that a so-called 'bad customer' usually does not return unless they are given something that encourages their return.

For instance, I once had a guest who booked a room through an online hotel booking site. I did not speak with the guest before, so I had no idea what to expect. Upon arrival, he complained incessantly and left a scathing review on the booking site. It seemed that the issue stemmed from my insistence on payment at check-in, which he was reluctant to accept.

I believed his behavior was rooted in a business model where he haggled over payment at departure. This behavior made him a no-win situation, as he did not want to pay upfront. However, I suggested an upfront payment knowing it would be covered eventually.

After the guest's scathing review, I did not respond, as I felt it was not necessary to engage further. We also removed his review and ceased working with that booking site.

Despite his strong statement, the guest never returned, nor did he ever request a return visit or any special action from us. My belief is that his sole purpose in leaving the review was to obtain a complimentary stay.

The key takeaway is that not all bad customers are worth targeting for a permanent ban. There are many other ways to address the issue without explicitly banning them.