You own your business, it's yours--Don't let some crazy jerks yelling about anything run you out. Get rid of them, and do it right. We definitely need to have thick skin for some of these people, do our best to fix anything within reason, or refund/take back mistakes, BUT we also have
draw a very firm line about how much crap we'll actually take from them. Some people will not be pleased, and these are the ones to weed out. Tell them you're booked, you're sick, you're closed, you've moved to Mongolia, whatever, just don't take their orders any more.
In my DH's (retail) business, I'm the Mary Alice, so I get the nut jobs on the phone who want to call and yell because they're old and crabby and I'm just a girl, and I need to shut up and listen. So. I've developed what I call the NOSALES list. First, when the phone rings here, I check caller i.d. and pull them up in the computer before I answer it, so I know who I'm talking to before I say hello. IF they've been awful before, they get a 'NOSALES' next to their name, so John Johnson, who yelled at me about $8.00 worth of NOTHING and refused to be pleased on his last order, is now...'Johnson--NOSALES, John.' See how that jumps out at you? If the phone rings and I see one of those pop up, I will never pick it up. Ever. I don't care if we're totally out of sales, these people will never get through to a human on my phone line. It's our business, and we reserve the right to absolutely NOT do business with rude customers who like to yell at secretaries. By all means, shop elsewhere...be my guest. Buh BYE
I like the "once the cake leaves the premises, it's yours" rule. Point that one out, clearly, and that should help. You'll be alright...hang in there.[/code]