Keeping the Customer from Hell out of Your Business, Automatically.

“You’ll throw in the extras we talked about if you want my business.” We were negotiating with a potential customer. His pattern was the same. We’d negotiate the terms and send...


How to Turn the Customer from Hell into an All-Star

“Why the hell isn’t this project done?!” “I’m going to initiate a chargeback on all the money we’ve paid you for the last year, since you can’t get this done....


Using The Customer from Hell to Attract All-Star Customers

“Are you fuckers listening?”  “uh…wha…what?” I sputtered. “I know what I want done and I want you fuckers to listen.” Ignoring his insult, I ask a dire...