Maggie,
Loved your blog!
On Sun, Sep 13, 2009 at 9:54 PM, Maggie in Visalia <[email protected]>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 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 <http://www.artofnailz.com/>
> Maggie's Blog <http://afishwithabicycle.blogspot.com/>
> Maggie Rants [and Raves] <http://blogs.nailsmag.com/maggie/>
> Myspace <http://myspace.com/nailsbymaggie>
> Facebook <http://www.facebook.com/onykophile>
>
>
>
> --- 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."
>
>
>
>
>
>
>
> >
>
--
Arpi Sekeryan
--~--~---------~--~----~------------~-------~--~----~
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
-~----------~----~----~----~------~----~------~--~---
