How to deal with unreasonable customers ?
Posted on September 11, 2018 by Sam Goswami, One of Thousands of Career Coaches on Noomii.
Get a new mindset dealing with your customer. It will have significant impact on your business bottom line.
The expectations are like black , well built and energetic horses. Once such wonderful creatures are in complete sense, it looks so beautiful.They dance on their tows with rhythm to a music.And when they are not in best of their moods , things go for a toss.When we initiate a relationship or in middle of an ongoing business,check out this beautiful , black horse in your customer or prospects with your razor sharp senses.
“We need customers. They are good, they are bad. That’s your judgement.At the end of the day you need all of them”. That’s the myth we always go through.It comes from our logical thinking backed by our learning of Business Schools.How do you feel about the real case scenario ? With great reluctance you notice that there will be some customers , some segments which you won’t never be able to satisfy. Do not feel bitter about it.. Create an expectation bar formally and get to know which your company can truly handle , which you cannot. You have every liberty to accommodate a little stretch over your ability.Such clarity of thought is not only a gift of bliss to you but to your operation team , management and the company as well.
You are thinking right. The deep seated fear is already peeping in and telling you- " you will loose the customer, if you do not agree now with the expectation of customer."It’s quite natural apprehension as if you are disciplining your customers expectation.But think again about the consequences if it is just opposite.You grab the business somehow and mid way you inform your inability to meet it. And you are doing this to most valuable part of your business – customers.You are doing one , doing two and then a heap of them.
Act beforehand. This is the moment of your big actions.Your future Glory.
Articulate telling " No". Take your customers along with your journey where you are.
Be transparent on your company’s ability -quality , schedule , services , pricing. Take a 360 degree view of your entire operation and present a big picture fearlessly.
I am assuming that your company has done enough home work and have positioned it in perfect fit to its competition.If not take the matter relentlessly with your team either upwards or down wards if its hierarchy based or to the center and circumference if it’s a circle or I do not know what shape your management structure is. Take this point and reach to collaborative conclusion. Once it is realized that it calls for an unreasonable investments its a separate discussion and you must be honest knowing that you cannot really serve the segment. And you have to tell your friend in customer the fact, better do it without a delay. Did your best friend in childhood mind when you refused to join his party of fun in spite of agreeing beforehand ?
Many a times you will see that you have won your toughest customer.
The achievement of this mindset is that your customers will simply fall in love with you. Enjoy it ! Your bottom line of business will be much better of.
