Last week, a vendor said a few crazy things to me that I have to share with you. Now I know they say the customer is always right, but I’m not 100% sure that’s true.
Some people are difficult to work with, or just not a good fit. When that happens in my practice, I try to part ways in a professional way because if it’s not a good fit, then it’s almost always the same for both parties. No need for bad blood, right?
But here are a few things you should NEVER say to your customers and why…
Don’t tell your customers how busy you are.
Newsflash! Everyone is busy. So pointing out how busy YOU are implies that your time is more valuable than your customers' time. Ouch. It also comes across as if you are trying to “prove” yourself to your customer.
Don’t talk about your expenses.
Wow, no. This is definitely not a conversation that is appropriate with a customer. It sounds pretentious. And it’s awkward for your customer, because it makes you sound like you have cash flow problems. That is never a message you want to send.
Never, EVER tell someone not to text you.
Welcome to 2015, y'all. Text is common for its efficiency. It beats the dreaded phone tag any day. Text is great for checking in and saying, “When is a good time to get on the phone and review stuff?” Or, "Updates are complete. You're good to go."
When you tell your customer not to text you, because you are getting too many texts, you are simply telling them that you have lost control of your communication and that you obviously need an assistant.
Don't ask your customer to "Call You."
Make An Appointment. And keep it! Telling me to "call you on Friday" doesn't tell me what time. And makes it WAY worse when you don't answer. We're not calling to chat. We're doing business.
Don’t get defensive.
We all make mistakes, sure. But if your customer is telling you that they are unhappy, empathy goes a LONG way. If you had the time to accept their money, you can find the time to try to understand where they are coming from. How else can you hope to fix the issue for them?
Because THAT is how you get repeat business and also referrals. I know, sometimes you have that “unreasonable” customer who simply can’t be made happy, but most of the time, a little TLC goes a long way. And you want your customers to be happy right? Right.