How many times have you heard the age old maxim, “The Customer is Always Right”? I know the first few times I heard it was early on in my sales career and, after having experienced more than a few difficult customers, I was certain there must be an out somewhere. Seth Godin’s post on the subject highlights a picture of a rock with ‘Stew Leonard’s’ company policy engraved on it:
Our Policy
Rule #1 - The Customer is Always Right
Rule #2 - If the Customer is Ever Wrong, Reread Rule #1
Thankfully Seth provides the out that all marketers and conscientious sales people everywhere need to hear…
Rule #3 - If the Customer is clearly wrong, they are not your customer anymore - FIRE THEM!
Wow. What a relief. Freedom.
Now, here’s the most important advice on this subject. When you fire them, be very nice about it, just take away your products and services from them, refuse to do business with them AND recommend them to your arch competitor. Let them try to live up to just Rule 1 & 2.
Let’s face it friends, no matter how diligent and caring you and your people are with your most valued customers, at least 2% of them will represent 98% of your biggest problems. Your service and frankly your attitude with suffer, if you cannot learn how to effectively FIRE the worst 2%.
Glenn
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