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Customers From Hell Are Angels in Disguise!
I received a friendly note from the reader of one of my articles pertaining to what is commonly referred to as "The right to refuse service to anyone."
He mentioned that phrase was one he'd see as a kid, hanging in retail establishments. It was, in his experience, an excuse to act arbitrarily and capriciously toward customers.
In responding to him, I said this:
"As economic woes have multiplied, I see all of the deals I spurned, the customers I fired, and those, mostly on the basis of pride and personality, I refused to serve. And I must say, the words of TRW's founder, uttered in a magazine interview, haunt me: ‘There is no cure for affluence.'
Sadly, there is a cure for affluence--it's opposite. If customers are running after you, don't get in their way.
Today, if you asked me whether you should refuse to serve anyone, I'd reply differently, with a highly hedged, "Maybe."
Customers are an endangered species. They are thinning out in many sectors, and we need to protect them and multiply them, if possible.
Only when a bad customer prevents you from serving a good customer, should you turn away his business. But before you do, you should try to see if a teammate is capable of assisting the person with less friction.
Occasionally, gently steering the individual to some other place of business is called for. As a speaker, I must decline certain invitations because of scheduling conflicts, but why not serve the client by helping to find someone whose calendar is more flexible?
What we don't want to do is to DESTROY DEMAND, altogether. The person that has an awful experience with a server in one restaurant may boycott eating out, altogether. Likewise, by making the flying experience even more tense and uncomfortable than it is already is, the prickly gate attendant might be the one that persuades an important businessperson to get off the road, for good.
That's a loss for the entire industry and for the economy.
Difficult customers challenge our empathy and communication resources. They force us to trade comfort for commerce, pleasantness for profits.
I knew a financial industry executive who remarked: "Life is too short to deal with unpleasant people." I hope he has lived long enough to see that dealing with them is no longer an option, but in this economy, a necessity.
If we can only get out of our discomfort zones long enough, we may find that those customers from hell are really angels in disguise!
About the Author
Dr. Gary S. Goodman is a top-ranked customer satisfaction speaker, negotiation speaker, and telemarketing speaker at Google, and a distinguished, sought-after sales speaker, and motivational speaker. President of Customersatisfaction.com, he is a frequent TV and radio commentator and the best-selling author of 12 books and more than 1,750 articles that appear in 25,500 publications. Gary conducts seminars and speaks at convention programs around the world. His new audio program is Nightingale-Conant's "Crystal Clear Communication: How to Explain Anything Clearly in Speech & Writing," which you can try at: http://www.nightingale.com/prod_detail.aspx?product=Crystal_Clear_Communication&promo=INTAF416. Professional speaking, seminar, and consulting invitations can be addressed to: gary@customersatisfaction.com.
