Is The Customer Always Right? Well Consider THIS... @TenTonOnline

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Transcription:

is the customer always right

The truth of the matter is, not all customers are created equally. In a free and open market, economic transactions -- where we exchange money for products and services -- both parties have to volunteer and consent.

Yet no doubt you've heard, "The customer is always right." I'd modify that -- or clarify it -- to say, "Your best customers are always right"...because it's our best customers, our repeat buyers, who we truly want to work with and take care of.

What about everyone else? What about price-sensitive customers who phone you every other day over this issue or that? You can voluntarily choose to continue transacting with them...or not.

Here's a quick story to illustrate what I'm talking about. I was offering support for a free online learning workshop. I'd reached out three days prior to ensure that all (non-paying!) participants were set up and ready to go.

Two hours before the session, I get an email: "My password isn't working. And further, the links you sent (that are protected behind that password) don't work either."

And I'm scratching my head going, "How would you know that the links don't work if they're protected behind a password and you're saying your password isn't working?" They continue, "I need help ASAP in order to access this session. Here's my phone number."

So I phone. No answer. No voicemail. It just rings and rings. I try 2 more times. Still no answer. Twenty minutes into the online session, I get an email from this person, furious that they're unable to join.

I finally get them on the phone, and proceed to get chewed out for being so completely unprofessional and disorganized. Yup!

Fire these people immediately. Fire them clearly, directly, and quickly. What I mean by this is, 1) Be sure that they understand that you can no longer help them. You could say something like, "Well it seems like I'm unable to meet your needs" or something like that.

Then give them the contact info for your biggest competitor! 2) Fire them quickly. Here what I mean is, if you're seeing "problem red flags" left and right, the sooner you let them go, the sooner you can continue to support your best customers.

See the truth of the matter is, you have limited time and limited energy each day. You can only help a limited number of people. Imagine your online business is like a 500 seat auditorium.

Wouldn't you prefer to fill all 500 seats with your absolute best customers -- people who love your work, respect your time, and value your products and services?

I'm not saying "be a jerk." What I'm saying is that some people don't value your time or your work. They don't consider the sorts of problems they're creating for you.

Either they don't care, they're oblivious, or they feel entitled to you and your time. Remove these people from your business...instead of choosing to voluntarily transact with them, turn them away...so that you can make room for people who do care.

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