OMG! This is so timely, Diana! I was JUST going to use this exact topic ("The
customer is always right") as a blog entry this week!
I am holding my tongue-- and my fingers-- so I don't go off on the same tirade
here and now! I don't want to get too redundant! But check out my blog
http://blogs.nailsmag.com/maggie on Tuesday and THEN we'll have a good debate!
Maggie Franklin: Attitudes Salon; Visalia, CA
"Visionary rebel dreamer; obviously way ahead of my time."
Maggie's Website
Maggie's Blog
Maggie Rants [and Raves]
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--- On Sun, 9/13/09, Diana Bonn <[email protected]> wrote:
From: Diana Bonn <[email protected]>
Subject: NailTech:: Customer NOT always right
To: [email protected]
Date: Sunday, September 13, 2009, 8:14 AM
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."
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