Great article.. added it to the resources in the articles area of the shoppe
At 11:14 AM 9/13/2009, you wrote: >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." > > > > > > > Regards, Debbie ^v^ ^o^ //\o/\\ ^o^ ^v^ Webmaster - System Admin - IDSR [email protected] (AOL or AIM - NailGdsss, GTalk - wkdwich, MSN - [email protected]) WWWeb Services, Ronkonkoma, NY & Rocky Mount, VA 631-981-1273 fax 631-981-7557 ONLINE STORE http://www.beautytech.com/shoppe http://www.beautytech.com & http://www.beautytech.INFO for Professionals for Consumers --~--~---------~--~----~------------~-------~--~----~ 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 -~----------~----~----~----~------~----~------~--~---
