10 worst ways to treat a customer – Part 4
It`s quite surprising that we are already in part 4. Time flies, doesn’t it? This week there is no Tom Jones concert (sadly) to distract me to continue our list revealing the `10 please don’t ever do that to me again` situations you can find yourself in when it comes to customer service. I am talking about the mistakes service providers can make.
If you missed the post last week, here is a small recap. In the 10 worst ways to treat a customer – Part 3, I was talking about how criticism makes the customer feel and how to communicate professional disagreement in a professional manner. And that was the main takeaway last week: don’t get personal with the customer, if I like turquoise with pink dots on my business card, it’s not your place to judge, but to advise. And again…advise in a professional way.
Now, that we are all in the mood, let`s get straight to the point and talk about money in the next two topics of the list.
7. Treat my budget as a pure guess.
I am not an expert, not even a co-worker to know how much such services cost. Sure, I would do some preliminary research which can be either accurate or downright misleading depending on the niche. There are services with huge price ranges and I, as a customer, have absolutely no idea what the price depends on. So, whatever budget I tell you, is an educated guess at best.
Treat it accordingly. If you get insulted or personally offended, then the business relationship ends there. Remember that, I am only guessing here and the most beneficial way for both of us, if you politely correct my budget and explain me why it should be higher and also how you work which can prove a bigger increase of my budget. That will certainly convince me that I have made a mistake when I set my limits.
8. Don’t shut me down when I try to negotiate the price.
Who doesn’t want to save some money? Who doesn’t? Everyone, so please don’t consider it as a shameless insult if I try to do so. The economy is tough, we are barely out of the woods after 2008 and everyone just wants to survive. This doesn’t mean that I don’t want to pay your price. Of course, I will pay it without any issue, the only thing I want to know if there is room for negotiation.
Don`t simply tell me: “price is not negotiable”, but explain me how the workload and quality require that amount. You can say no and looking flexible at the same time. And it all comes down to the same crucial things, proper communication and power of phrasing.
Stay tuned for the final chapter.