When the Customer is WRONG!
Over the last 35-40 years, I have been involved in many situations where the customers have been flat out wrong. Not close calls or judgement situations, just flat out wrong. They might have been at fault, contributed to the problem, or have a false impression about what they were entitled to. But the one thing in common is that what they were expecting was not reasonable at all.
So, what do you do in these situations? Well, we might be tempted to “shut down” these customers and tell them what they are expecting is not reasonable. In many cases, we would be well within our rights to do so. But we need to think these things through one or two steps further.
Step One: Figure out how much it will cost you to fulfill these customer demands. Is the cost real in dollars and cents or is part, or all, the cost in labor and time which may wind up costing you less than cold, hard cash.
Step Two: Figure out how much the cusdtomer is worth to you. How much do they spend with your business? How much additonal business do they bring in, or are responsible for you or your business? How much profit do you make on this customer in an average year?
You need to understand these two factors because you cannot make a informed decision without them! for example, if it will cost you $500 to make a customer happy, would you do that for a customer who has done $100 worht of business with your company over the last 5 years? Probably not unless there are legal reasons to do so.
But what about the customer who has purchased $100,000 worht of products from you every year for the last 10 years? Is it worth $500 to save a $1,000,000 account? Most likely it would be!
No two situations are the same and no two decisions are the same either. What is right for one situation might be dead wrong in another. The key is to be informed about every aspect of the situation and think it through and make informed decisions.
If you want more information regarding this, why not take advantage of our training special and find out how you can make making informed decisons easy as can be!
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