I had a client who had recently become more of a pain than the MRR was worth. Constant complaints and every solution we offered was met with contempt. The final straw was him telling his account manager to 'treat me like I'm your father', and going as far to say 'if you were my daughter, I'd be very disappointed in you'. Creepy shit, tbh.
There was room to grow the account so being in sales, part of me wanted to find the solution and keep them on board. Afterwards I couldn't help but wonder 'what could I have done differently?'. But after we told the account manager that she was not only no longer on the account, but that we've decided to fire them as a client, it was like the weight of the world was lifted off her shoulders.
In our organization, account managers work closely with sales and are crucial to our success. It's a stressful job with high turnover. In the end, I feel confident the right choice was made to value our people profits, and it will pay dividends in the long run.
Have any of you other savages had a similar situation?