It might sound harsh and bad for any business. But, I think there are bad customers out there. By ‘bad’, I mean the customers that talk or spread information about your business in a negative way. You can call them a ‘detractor’ from an NPS (Net Promoter Score) perspective. Some of them are worse than being a detractor.
I experience this situation myself. There are a few bad customers. No matter what we do, they are never happy or satisfied. They always find something to criticise the company, the product. They spread bad words on social. Their goal is to ensure that other customers get their messages and their opinions.
My way of dealing with them is not ideal. I first tried to assist and provide the best service I could to them, with the hope that I can change their mind. In doing so for a year and they are still the same, I gave up. Now, I only monitor them. I had to remove 3 of them from our social groups.
My thinking process is there are about 99.9% of our customers that we need to look after. We should not spend 90% of our time dealing with those 5 or 6 bad customers. You wouldn’t be able to change their minds no matter what you do. If possible, just let them go.