LOL... hey! I never said the customer was NEVER right! I hope Client #2 from your story pointed out to "Professional" Tech that she's been consistantly running an hour late for the last several months! Clients AND techs need to *get it*-- the customer isn't always right, but neither are we.
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] Myspace Facebook --- On Mon, 9/14/09, Diana Bonn <[email protected]> wrote: From: Diana Bonn <[email protected]> Subject: NailTech:: well maybe/Customer NOT always right To: [email protected] Date: Monday, September 14, 2009, 4:33 AM Ah Maggie can't wait to read it. But going to throw a wrench in this whole concept. The tech/stylist who get it vs the ones that don't. Example, True Story.....A tech always, ALWAYS, ran an hour late with her appointments. So 1st client is getting her nails done, 2nd client comes in at correct time, and sits and waits and waits and waits, for an HOUR. This went on for MONTHS. Now why in the world would 2nd client put up with this, just don't know. I would sit there in wonder every 2 weeks. Well, 1st client no shows on this tech. So tech is waiting for 2nd client. Tech is *ISSED OFF at 1st client. Guess what happened??????? The 2nd client decides she has things to do, why not?, the tech has been an hour late for months, and shows up an hour late for appointment!!!!!!!!!!OH MY GAWD!!!BIG FIGHT!!!!!!!! Tech is yelling at client about responsibility, client is very quiet, but her face is saying WTF?????????Tech is saying you need to find another tech, because I am professional. blah blah blah. So the concept is correct that customers are NOT always right for NORMAL human beings that can use common sense to weigh the pros and cons!!!!!! But for those that blame others, Lordy Be, Get Out of Customer Service!!!!!!!!!!!!!!!!LOLOLO diana from indiana At 09:54 PM 9/13/2009, you wrote: >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>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." ><http://www.artofnailz.com/>Maggie's Website ><http://afishwithabicycle.blogspot.com/>Maggie's Blog ><http://blogs.nailsmag.com/maggie/>Maggie Rants [and Raves] ><http://myspace.com/nailsbymaggie>Myspace ><http://www.facebook.com/onykophile>Facebook > > > >--- 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>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 -~----------~----~----~----~------~----~------~--~---
