In business the old adage states that “the customer is always right” I disagree in fact the customer is often wrong, both is 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 good will 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 your using the walmart business model and working on being the cheapest in the marketplace, which is a tough act to follow!
To your success,
Respect The Hustle