Are All Customers Keepers?

The goal for most business people when they launch their enterprise is to build and develop a solid customer base. Out of enthusiasm or anxiety to build the business, entrepreneurs commonly take on any customer regardless if they are a good or bad fit. 

After all, a customer is a customer, right? They are all keepers. Sometimes business people don’t use the commonsense of a simple fisherman. Not all the fish they catch are keepers. Some, by regulations, must be thrown back. Others just aren’t what they are fishing for. Some fish are too small and must be thrown back for the good of the future of fishing in that particular lake or stream.

Does it makes sense for your business to do your “fishing” due diligence. Is the customer order a good fit for your price structure or production capacity? Do you truly have the information to understand your customer’s needs?

Will their order cause other customers an inconvenience?

Of course, there's a balance. Not every customer is going to be a dream, and there will always be customers who are more demanding than others. Some may be more demanding than they're worth. But you need to draw a line in the sand when the stress of catering to one customer negatively impacts other customers. Parting ways might be difficult, but your company's welfare may depend on it.

Having the information to understand these differences is the key to making the correct business decisions.

There are other dangers, as well: If a difficult customer is impacting your ability to service other customers, it could drive your good clients away. If a complaining customer starts speaking negatively to other potential buyers. That negativity can put your company’s reputation on the line.

If a customer continually complains about your product and service and you can't make adjustments to meet the client's needs, there's no reason to continue dealing with that customer. The reality is, you can't be everything to everyone. It's far better to focus on what you do best and attract the customers you can best help and enjoy helping.

Be candid with difficult customers; let the customer know the impact he or she is having on your company. Try to develop solutions. Keep in mind, the customer might know that he or she is challenging. Sit down and walk through the issues, which might resolve the problem. Perhaps you can agree on a procedural change or an increase in fees that will help compensate for the extra work the client is causing. If you can't work out an arrangement conducive to both parties, it may be time to part ways.

If you are having frequent customer challenges are you doing something in marketing that is attracting the wide of the mark customer base?

Consider SMART Service Desk for your customer relations solutions 

Would you like to know more? http://smartservicedesk.com/problem-management.html

SMART Service Desk
600 West Ray Road
Suite D-3
Chandler Arizona 85225
602-235-0975
info@smartservicedesk.com
http://smartservicedesk.com