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What do you guys do about customers who give you a hard time about everything? One of my biggest customers, who continually places huge orders, calls me every night to complain about something. He always claims shirts are missing or wrong and he needs them reprinted ASAP and overnighted to him. It is coming to the point where I am going to start loosing money on his orders, and I need to make a deal with him. He is a big customer, but the time and money he takes away from my other jobs is getting unbearable.

Does anyone have experience with a customer like this? What are ways to explain that it is getting to be too much, and that losses need to be cut? Keep in mind, to this point I have been cooperative with the customer by replacing his complaints, on top of very very low prices and quick turn around times... and my sanity.
 

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Send him to your competitor. If the problems are with the customer and not you, why keep putting up with it? I had a customer like you describe and I just told him I couldn't afford his business any longer. I've been MUCH happier since that day. I now have time to focus on customers that really matter.;)
 

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It depends if his complaints are valid, if not then don't give in. I had a guy like that, kept pushing up turnarounds and constantly trying to renegotiate prices; finally I had a civil heart to heart chat and told him that I valued his business but he had pushed it to the point where his orders were borderline profitable and that he would have to give something for our relationship to continue. He left and I never heard from him again. Sometimes that's the way it goes.

If the complaints have some validity then just step up your quality control even if that means giving yourself an extra day on turnaround.

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