The customer is always right - Not!

Quote:

Originally Posted by job ready strategist

The cause (core) is the underlying reason the customer is acting the way they are. Most of us attempt to fix the effect (what we see, feel, hear, and smell) with little or no success.
When we understand or recognize the cause (why), we can address the challenge and thereby achieve longer and more lasting success.

If a customer came in and was being a jerk you'd try to figure out why he was being a jerk? What would you say?

Quote:

Originally Posted by Thomas

If a customer came in and was being a jerk you'd try to figure out why he was being a jerk? What would you say?

It is always easy to dismiss the customer, if that is what we choose to do. We have the power to do so.

If the client is being a jerk (effect) and we did a little probing and found out that his son just got expelled from school (cause), we can than show empathy/understanding towards his situation.
Once we accomplish this, we can than get back to the business at hand.

Quote:

Originally Posted by job ready strategist

It is always easy to dismiss the customer, if that is what we choose to do. We have the power to do so.

If the client is being a jerk (effect) and we did a little probing and found out that his son just got expelled from school (cause), we can than show empathy/understanding towards his situation.
Once we accomplish this, we can than get back to the business at hand.

I think if you told a customer that you didn't like their attitude and tried to probe the cause they would dismiss you. They might not think they even have an attitude and now the focus would be on a personality clash and not the reason they came by in the first place.

Quote:

Originally Posted by Thomas

I think if you told a customer that you didn't like their attitude and tried to probe the cause they would dismiss you. They might not think they even have an attitude and now the focus would be on a personality clash and not the reason they came by in the first place.

I didn't say tell the person you don't like their attitude. That was not my statement.
You probe by showing care/interest towards his emotional behavior.

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Quote:

Originally Posted by job ready strategist

I didn't say tell the person you don't like their attitude. That was not my statement.
You probe by showing care/interest towards his emotional behavior.

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I would like to understand this. If a guy comes in and is being a jerk how do you show "care/interest towards his emotional behavior"?

Thomas, I can admit that it's not hard to find people with seemingly unrealistic expectations or who make seemingly unreasonable demands. This is especially true if you are looking for or if you're own demeanor is such that you are attracted to individuals demonstrating this behavior.

With that said, the question is what are you going to do about it. You could as another member suggested fire the prospects or customers that you don't seem to be getting along with. If you have enough qualified leads to work then you might be in a position to act on that suggestion.

Another suggestion would be to recalibrate your own beliefs and expectations. It reads like you're becoming frustrated when people don't act the way you believe they should or expect them to act. You might benefit by asking yourself where did those beliefs or expectations come from and are they serving you well.

Yet another suggestion is to validate your own perception. No two people see the same event in exactly the same way. You might perceive a customer to be troublesome while the customer feels they are being helpful. Validating your perception can be as easy as asking for clarity.

You might be right SalesGuy.

Quote:

Originally Posted by Thomas

I would like to understand this. If a guy comes in and is being a jerk how do you show "care/interest towards his emotional behavior"?

there is no magic answer, expect to really care. If i truly try to see where someone is coming from 90% of the time i can. there is always going to be the 10% of people that are unreasonable. You have to ask probing questions. like what was done to make you fell that way? etc..

Quote:

Originally Posted by SalesGuy

With that said, the question is what are you going to do about it. You could as another member suggested fire the prospects or customers that you don't seem to be getting along with. If you have enough qualified leads to work then you might be in a position to act on that suggestion.

It's your job, your life, your sanity, and your decision on how to handle it. If you're turning more people away than normal it might be time to take a look in the mirror. If the problem really is the customer then turn them over to someone else.

I'll look in the mirror and drink more coffee. Thank You everyone this has been a big help.

The customer is always right - Not!

Customer Service Forum