There is an excellent article written by Joanna Krotz about the life long statement of "The Customer is Always Right". http://businessonmain.msn.com/knowledgeexchange/articles/salesandmarketing.aspx?cp-documentid=19048338&source=msneditorial>1=25049 Where this statement started, how retailers have followed this for years, why it has worked and now, where you have to draw the line.
This article is excellent because on this list we have talked about this for years, about those clients that are hell, but also with techs that refuse to believe the customer is always right, because of their lack of talent. Goes both ways, where do we draw that fine line of who is right or who is wrong. I encourage you to read this whole article.(A couple of quotes of the article below) It all boils down to what we have all said all along, when do you fire a client, is it worth it, or does this horrible client send you referrals, is it worth it? Do they spend money, can they help you in other ways, is it worth it? Do they turn you into a person you don't want to be? On the other hand, I have seen techs/stylists with lousy attitudes and blame their lack of education, personality and professionalism of the customer. But this article is for all of those that have IT!!!!!!!!! A couple of quotes from the article: Alan Weiss at Summit Consulting, near Providence, Rhode Island.. 3.) Toxic customers: someone you just don't like. "Not for prejudice or bias, but someone who forces you into your own worst behavior." Firing the customer Laura Michaud at The Michaud Group, a Chicago-area consultant, urges owners to create customer snapshots. "Invest in the things that bring you customers and loyalty. When the investment turns into costs so high that it eats revenues, let go." Generally, says Michaud, if the customer is costing 10% more than his revenue, move on. But they may be bringing in more revenue. Consider: - Does the customer refer other business? How much? - Does the customer confer prestige or contacts that offer you opportunities? - Are you planning to expand into an area or niche that will boost revenues from that customer? Motivational speaker Jim Cathcart, author of "Relationship Selling: The Key to Getting and Keeping Customers," .... "You often need to teach people how to buy from you," he says. "The client deserves the benefit of the doubt. Where the transaction is everything, relationships don't matter. Yet it's the relationship that's the valuable asset." "However counterintuitive it may seem, firing customers can actually boost profits. Pruning your client base of low-margin, high-demand and time-consuming customers lets sales and service staff totally focus on customers who matter loyal, repeat buyers, worthy new customers and lucrative acquisition." --~--~---------~--~----~------------~-------~--~----~ You received this message because you are subscribed to the Google Groups "NailTech" group. To post to this group, send email to [email protected] To unsubscribe from this group, send email to [email protected] For more options, visit this group at http://groups.google.com/group/nailtech?hl=en -~----------~----~----~----~------~----~------~--~---
