Customers Behaving Badly…
By sharing these tales, I hope to show prospective customers, what would cause a professional in their field to not want to encourage a partnership with them. While at the same time I hope to encourage other astute, successful, skilled and talented folks out there that you don’t have to sell out to “customers” who do not show you the respect that you have earned…
Tale #1: The DIYer Who Knows it All
The hosting servers I offer include several editors. I do not promote those tools in a sales pitch, nor do I encourage clients to use them. Why? Because I know there is more to creating a properly structured, solid site than clicking some buttons while having no understanding as to the code being generated. This week a customer who decided to DIY, proceeded to make accusations that problems they encountered were created by me. Really? Based on…?
After an increasingly accusatory e-mail conversation that was becoming belligerent and pretty much insulting I picked up the phone and asked how they came to the determination that I was at fault and not their employee with no experience in or understanding of servers, file structure, code, etc.? The response — and this is the truth — was that if I offer tools for clients to DIY, I should be willing to resolve, troubleshoot and train those who choose to use them — even if improperly or with lack of understanding of how the use of said tools would effect their site — at no charge.
Oh, I see… We don’t understand the full scope of what we are doing. We don’t know how to properly use the tools we choose to use. No personal accountability here? Things happen that we don’t understand and we point fingers at the person who has been doing this successfully for longer than most as the one at fault? Sheesh…
Tale #2 Online Business is Too Expensive and Difficult
I receive emails almost daily noting a resource, article or spam Blog that was found online that is cheaper and/or easier than what I have advised is necessary to reach stated goals. This week one of these emails actually demanded my explanation for not being as cheap or as easy. “Why do you make this sound more difficult and you need to explain why you are so much more expensive?” Actual statement; wow…
How about because succeeding online is difficult and expensive! Should I fib or sugar-coat the truth just to gain/maintain these type of “customers?” Nope. Never have, never will…
Tale #3 I am Not Running a Flea Market
I understand times are tough — for everyone. But is that an excuse to disrespect others? Not in my world…
I have created a Business Stimulus Incentive to give folks a break. But that is not good enough for some. Yesterday a customer who’ve I’ve offered nothing but expert advice and pronto, accurate service to for over a decade (which they openly admit) actually made me an “offer” for my services. Being this customer has been very little business over all this time (never followed any of my advice because that takes effort and would cost money), I thought this approach was rather nervy. “How about we pay you….?” How about you find a new consultant…
What do you think that it says about customers who behave as described above?
To be a good customer, one has to respect the knowledge and expertise of their partners in order to foster a mutually respectful relationship. Good and honorable customers do not try and barter service fees, place blame on those who clearly know more than they do or shy away from challenges that require cost or effort.
Customers who behave in this manner, clearly are not those I can respect. I don’t work with those I cannot respect. How about you?
At your service,
Judith
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Judith, you have made me feel so much better today. As a young, rising professional… trying to start my own photography business is very difficult. Fresh out of college, many people still look at me as an amateur or hobbyist, and I am striving to gain the recognition of a professional in my hometown. This is what people like me need to be reminded of…with over 5 years of photography experience and a $100,000 + education, and many other professional talents, people should be banging down my door, and soon there will be! I just have to wait for the right clients.
Hey, Kelly!
Thanks for stopping by and giving such a thoughtful response.
I’ve mentored many small businesses in my field and others and one of the most difficult things is attracting those clients that are profitable. Yes, profitable — you are running a business. This means clients that appreciate and respect your time and skills.
We can all have all the clients we want — if we so choose. But the truth be told going that route a) isn’t profitable and b) isn’t fun.
And part of running your own business is having fun. Over time you’ll see the red flags a mile away and will know when to say no. This means you only work with those folks you can respect as well.
We live in a culture that doesn’t appreciate the intangibles such as experience and professionalism. All too many make decisions based on price alone, then complain about the results their choices produced.
Just be you and realize you can’t be everything to everyone — nor do you want to!
All the best,
Judith