Maggie loved your blog.......great writing, and
love you rants!!!!!!!!!!!! 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."
>
>
>
>
>
>
>
>>
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