In business, the old adage states that “the customer is always right” I disagree in fact the customer is often wrong, both are service-related scenarios and wrong for your business. Customer service is key, however, if someone is being unreasonable ….they are just that unreasonable. When a customer complains it is actually a valuable opportunity to evaluate your systems, create goodwill by solving it, or determine that a particular customer is not the right fit for your company.
Keep the 80/20 rule in mind here: 20% of customers provide 80% of the revenue for any business – you have the right to choose who makes up that 20% – if you fill that category with as many ideal clients that you can and turn them into raving fans, the other business from tough customers that will drain your resources/margins will be insignificant over time.
There is a metric in sales that states:
1/3 of customers will never buy your product no matter what you say to them
1/3 of customers will buy based on what you say
1/3 of customers need what you offer right then and there and will buy no matter what you say
I suggest that the same guideline be used in choosing your customer base, do don’t want category 1 customers above getting into your organization, this will only created stress and heartache for both customer and service provider. Aim for quality clients more often than quantity – unless you using the Walmart business model and working on being the cheapest in the marketplace, which is a tough act to follow!
To your success,
Tim Reid
Respect The Hustle