Saying ‘Basta!’ to Bad Clients
(Crain’s) — Kevin Labick did the unthinkable recently: He “fired” a huge retail client. It wasn’t just one incident that drove Mr. Labick, chief executive of digital consulting firm Empathy Lab, to pull the plug. A litany of offenses slowly mounted until working with the retailer became intolerable for the 4-year-old company, which develops large-scale e-commerce and broadband websites and performs other services for major brands such as Cablevision, Nautica and Verizon from offices in Manhattan and the Philadelphia area. The bad behavior ranged from treating staff disrespectfully to making late payments.