In the day-to-day operation of your business, it’s easy to get swept up in the “customers are always right” mentality. And, usually, that’s a good rule — in fact, it’s the golden rule of many businesses.

Every so often, however, a customer will try to take advantage of this rule. Let’s face it: The truth is, there are times when some customers are not always right — they are, actually, quite wrong. And in order to protect your business, you must stick to your guns even if it means losing or declining their current and future business.

But how do you put an end to such a problematic client relationship without creating a public-relations problem? We have compiled 5 tactics that should help to deal with those “problem clients” in the future.

1. Pick Your Battles

Determine if the problem is in the client’s requests or in your attitude. With any business decision, you must first evaluate the actual problem before you take action. Declining to do business with someone is an important decision. So take a step back and evaluate what exactly the client is asking for, and if it is indeed out of the range of services you provide or are willing to provide. If you believe that stretching your business model for this client is simply not doable, and the client is consistently creating problems that take away time and effort from other clients and your productive business in general, then you should definitely stand your ground.

2. Be Respectful

When quitting doing business with a “problem client,” you want to always act respectful to them. In no way to do you want to make it a larger problem than it already is or create a monster client that will slander your name all over the marketplace. Try to suggest other companies that might offer them similar services (see “Offer Alternatives,” below), but make sure that you’re clear that you wish to stop working with them. Something such as: “I appreciate the opportunity to help you, but unfortunately I don’t believe that we’ll be able to continue working together in the future.” This will ensure that they’re clear that this relationship is over and they should take their business elsewhere.

3. Be Polite

Be sure to keep an even tone during your conversation with the client, and don’t insult anyone. This should be a given, but we all know that “problem customers” can sometimes be a handful and they can make us upset. Try to practice the old adage, “Kill them with kindness,” and be polite so that your message can be well-received. Remember: Taking the high road is always the best practice.

4. Be Professional

Make sure that you protect your reputation by treating every customer in a professional manner, no matter how problematic or confrontational they can become. Customers don’t like being told “no,” and some of their comments or reactions during the discussion might raise your hackles as well. Remain professional at all times, even when you are faced with the most difficult people.

5. Offer Alternatives

In order to still provide service to a “problem client” and best decline their business, try to offer alternatives for their problem. If they’re out of line with their requests and you decide it’s best to completely cease doing business with them, then see if you can offer them some alternatives for their needs. If you know of a similar business that may be able to help them, refer them there. This shows that you can still be professional and provide them with some help regardless of how your relationship might be ending. They leave on a bit of a positive note instead of feeling disgruntled.

Once you’ve made the decision to no longer do business with a problem customer, you may encounter the equivalent of “buyer’s remorse” and be tempted to second-guess yourself. You must keep in mind, however, that this is indeed the best decision for your company. By declining some unwelcome business, you’ve just freed up your time and resources — allowing you and your staff to to pursue more productive projects and business.

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