You give them an inch, and they want a pound of your flesh for the rest of your life.
He writes that basically every business owner who wants to provide “remarkable service and an honest human connection” will face the challenge of being abused by a few.
You always have options, as he illustrates: “Put up with the whiners, write off everyone or deliberately exclude the ungrateful curs.”
That last one is my personal philosophy.
As Godin so eloquently puts it, “Firing customers you can’t possibly please gives you the bandwidth and resources to coddle the ones that truly deserve your attention and repay you with referrals, applause and loyalty.”
For me, this applies to any relationship, not just clients.
If someone is abusive, tries to take advantage, is a jerk, an energy-suck, has broken my trust in them, or just doesn’t “get it” all the way around, I don’t deal with them anymore.
I ignore them. I remove them. I delete them. I block them. I move on.
Go bother someone else. I have better things to do.