The customer is not always right. Customers are wrong. They don’t always ask for reasonable things. Most of your customers are not invested in your success. Most of your customers look at you as a one way street. What can they get from you?
Just because a customer is upset, frustrated and wanting blood, doesn’t mean you have to jump. You don’t have to kiss your customers ass.
What you do have to do is listen, understand, ask questions and respond.
Respond in a manner that meets the needs of your customer. Respond in a manner meant to resolve an issue fairly and demonstrates commitment and loyalty. Respond to your customers needs. Respond in a way that is consistent with your brand. Respond with confidence.
Don’t kiss your customers ass. Don’t bend to unreasonable demands just to demonstrate they are important to you, because they’re not. Any customer with unreasonable demands is no customer worth having. Customer relationships, are just that relationships and any relationship that relies on unreasonable demands is an unhealthy relationship.
Any shrink will tell you, unhealthy relationships is no relationship at all. It’s never healthy to kiss anyone’s ass, period.
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1
Nice post! Too many sales people “kiss the customer's ass,” getting into deals that are bad for their companies—everything goes south.
The customer's job is to get what they want/need on the best terms they can.
Sales job is to make sure they book good business for their companies.
These are compatible goals. Thanks for a great post. Dave
Comment by davebrock — August 19, 2009 @ 2:02 pm
2
That sad part is, many times it's not the sales person but management,
even Sr. Level management that is making them do it. They get
desperate for revenue, they sell their soul and their account teams soul
Comment by Keenan — August 20, 2009 @ 2:37 am
3
I don't disagree–the pressure for the “numbers” is overwhelming. Sales management (top level) are responsible for making sure they have strategies in place to chase “good” and profitable business. If they don't live up to that responsibility, then execs need to find someone that does.
If top management is just chasing the $, too much bad business will be booked, leading to profitability, customer service/sat problems and others.
Criteria around good business should be part of qualification. Watch my blog over the next couple of days, you've gotten the ideas flowing, I'll write about it.
Great disussion!
Comment by davebrock — August 20, 2009 @ 6:55 am
4
I will watch your blog. Looking forward to seeing what is in your head
Per today's post, I think sales is changing. This change will effect
leadeship as well. I think what you are describing is the result of
this change and the pressure it is creating.
//keenan
Comment by Keenan — August 20, 2009 @ 6:48 pm
5
I will watch your blog. Looking forward to seeing what is in your head
Per today's post, I think sales is changing. This change will effect
leadeship as well. I think what you are describing is the result of
this change and the pressure it is creating.
//keenan
Comment by Keenan — August 20, 2009 @ 6:55 pm
6
I will watch your blog. Looking forward to seeing what is in your head
Per today's post, I think sales is changing. This change will effect
leadeship as well. I think what you are describing is the result of
this change and the pressure it is creating.
//keenan
Comment by Keenan — August 20, 2009 @ 7:08 pm
7
I will watch your blog. Looking forward to seeing what is in your head
Per today's post, I think sales is changing. This change will effect
leadeship as well. I think what you are describing is the result of
this change and the pressure it is creating.
//keenan
Comment by Keenan — August 20, 2009 @ 7:16 pm
8
I will watch your blog. Looking forward to seeing what is in your head
Per today's post, I think sales is changing. This change will effect
leadeship as well. I think what you are describing is the result of
this change and the pressure it is creating.
//keenan
Comment by Keenan — August 20, 2009 @ 7:45 pm
9
I will watch your blog. Looking forward to seeing what is in your head
Per today's post, I think sales is changing. This change will effect
leadeship as well. I think what you are describing is the result of
this change and the pressure it is creating.
//keenan
Comment by Keenan — August 20, 2009 @ 7:52 pm
10
I will watch your blog. Looking forward to seeing what is in your head
Per today's post, I think sales is changing. This change will effect
leadeship as well. I think what you are describing is the result of
this change and the pressure it is creating.
//keenan
Comment by Keenan — August 20, 2009 @ 8:06 pm
11
I will watch your blog. Looking forward to seeing what is in your head
Per today's post, I think sales is changing. This change will effect
leadeship as well. I think what you are describing is the result of
this change and the pressure it is creating.
//keenan
Comment by Keenan — August 21, 2009 @ 1:48 am
12
I will watch your blog. Looking forward to seeing what is in your head
Per today's post, I think sales is changing. This change will effect
leadeship as well. I think what you are describing is the result of
this change and the pressure it is creating.
//keenan
Comment by Keenan — August 21, 2009 @ 1:55 am
13
I will watch your blog. Looking forward to seeing what is in your head
Per today's post, I think sales is changing. This change will effect
leadeship as well. I think what you are describing is the result of
this change and the pressure it is creating.
//keenan
Comment by Keenan — August 21, 2009 @ 2:08 am
14
I will watch your blog. Looking forward to seeing what is in your head
Per today's post, I think sales is changing. This change will effect
leadeship as well. I think what you are describing is the result of
this change and the pressure it is creating.
//keenan
Comment by Keenan — August 21, 2009 @ 2:16 am
15
I will watch your blog. Looking forward to seeing what is in your head
Per today's post, I think sales is changing. This change will effect
leadeship as well. I think what you are describing is the result of
this change and the pressure it is creating.
//keenan
Comment by Keenan — August 21, 2009 @ 2:45 am
16
I will watch your blog. Looking forward to seeing what is in your head
Per today's post, I think sales is changing. This change will effect
leadeship as well. I think what you are describing is the result of
this change and the pressure it is creating.
//keenan
Comment by Keenan — August 21, 2009 @ 2:52 am
17
I will watch your blog. Looking forward to seeing what is in your head
Per today's post, I think sales is changing. This change will effect
leadeship as well. I think what you are describing is the result of
this change and the pressure it is creating.
//keenan
Comment by Keenan — August 21, 2009 @ 3:06 am