So let’s be honest, there are some people out there that we wish we never worked with/for. Some customers drive us to drink, and even maybe consider throwing in the towel and getting a job. Sometimes you just can’t help but have these bad customer experiences, especially if you’re a really big brand like a chain restaurant or well known box of cereal that can be found in just about every food store around the US. But for most of us we can put up some guards at the door to check with potential customers before they become customers, or at the very least clearly communicate on our website, social media and newsletter who we’re a good fit for, and who should look elsewhere. Personally, I have no problem or guilt in sending someone that I’m not capable of helping to someone else. For example if a guy I was considering coaching or consulting for consistently flirted with me in an obnoxious and unavoidable way, I’d tell him that we wouldn’t be a good fit and he should look for other help. It’s certainly possible that I could have helped him, but I’m not interested in that stress. Or if a Japanese company comes to me and asks for help but all their marketing materials are in Japanese, I’m just not the right person to dive deep with them on expanding their marketing within Japan (unless it’s to English speaking people).
But on the flip side there are some business that we’re sorry we’ve purchased from as customers, whether we’re talking as an individual/family or b2b. Maybe we’re sorry because we didn’t realize what we were getting up front (the sales pitch was just that good that we were tempted into signing up without asking lots of questions), and then we end up wasting time and most likely some money too. Or we ask for one thing and end up getting several, most not related to what we’re interested in. Or the company just plain out spams you and sends you tons of sales pitches and promotions. All of these are great ways to not only lose customers, but to make people mad; people who go tell other people about their bad experience.
Money is one of the most important things in business, the value you bring to the table is another, and the trust you build with your customers is a third. Without the value you can’t build the trust with your potential customers, and without potential customers (let alone actual customers) you have no chance of bringing in money, which means you’ve got a hobby and not a profitable, sustainable business. Do you see your customer as a gift or an annoyance?
So this week I encourage you to take a look at your practices and actions when it comes to your customers and potential customers. Are you living up to the trust they’ve placed in you? Just about everyone has room to grow, but if you don’t start from a good place, you’ll never be given the chance to grow.