The customer is always right. That’s what you hear on half the business websites on the internet, and that’s what you hear from that guy asking you if something is free since it didn’t scan. The reality is the world isn’t so black and white; in fact it’s gray. Here’s how to embrace that mess and end up with the right kind of behaviour for the two most demanding types of clients.
The “Tough Guy” Client:
This is the client who wants to take you for a ride. They want a full refund when they’re the ones who’ve damaged the product. These are the clients who want to take advantage of you. Your instinct might be to tell these people to stick it where the sun don’t shine, but unfortunately that won’t work well for you. But, you can’t cave in to their demands either because then you’ll develop a reputation as the guy whose easy to push over, and the only thing that that’s going to do is hurt your bottom line. So, it’s important to treat these clients in a way that will keep them coming back and won’t hurt your reputation. Offer in store deals, tell them you can’t help them with a certain item but you’ll knock 10% off their next purchase. In the long run you’ll make them happier and you’ll be happier too as a result.
The “Hard Sale”:
They just won’t buy. They’re interested in the product but for some reason you can’t get them to sign on the line that is dotted. With this type of client, you need to give them a reason to buy. You can do this in a lot of ways, but of all of them involve giving someone a deal at some point. Sure, you lose a bit of profit on the one sale – but this type of client will always remember you as the business owner who gave them a good deal and that return business will be well worth your while.
Follow these two guides and you’ll be able to turn every custoloser into a custowinner!