When and Why to Part Ways with a Customer

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List three customers you wish you could fire right now. That didn’t take long, right? Firing customers, when all other options are exhausted, should be a legitimate option — whether you’re working with a business-to-business multimillion dollar client or a business-to-consumer $10 customer. The customer is not always right and in some cases should not be the customer at all. It’s time to end the fear of customers’ public feedback and to start managing relationships with abusive customers in a disciplined way. Continues at hbr.org