Sunday, September 23, 2012

Contempt for your customer: the most expensive luxury in business

Too many customers? We can fix that. This blog - the twelve quickest ways to get thrown off a pitch list - has been circulating recently:

And it's brilliant. Although the irony in the writing style confused me a little.
But it reminded me of my firmly held belief. That thinking of the customer with contempt is the most expensive luxury you can have in business. Sounds simple I know, and it's amazing I need to make the point.

Now "the customer is always right" is crap. But the customer does pay the bills. So when they aren't right, you need to find a way to deal with that, a way that treats them with respect and makes them feel like they plan to stay with you. Or you can get used to the idea of losing the client.

It's tempting to think of the client as a nuisance. They often expect things that are inconvenient to us. Their agenda gets in the way of our "todo" list.

But I've seen many businesses indulge in the luxury of treating the customer with contempt, and lose the customer. Often the businesses don't care when they lose the customer, and many of them don't know that they should care.

And every now and then, when you lose an impossible client, you are emancipated. Your people are freed up, the culture of your business improves and you get to chase new clients in the same product category. It just shouldn't happen by mistake.

- Posted using BlogPress from my iPad

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