Dealing with tough customers

A topic I've often been asked about.

Those that ask for help are typically looking for a formula or process to maximise the return from tough clients, and minimise their impact.

Here is the issue: when you set up your business was the capture of tough accounts one of your goals? No, it wasn't.

So now that you have them, what's the best thing to do? 

Go back to your plan. They weren't there.

Get rid of them, unless you've decided to become a specialist in dealing with difficult customers.

It's the right thing to do.