What to do when Someone says you Suck!
In business, it’s probably inevitable. At some point, you’re going to do something that torques someone off. That’s just a fact of life...
I’ve found that like me, most of the hardworking and decent business folks I know take it personally when someone is not pleased with our work. When you really care about what you’re doing and what you’re offering the public, it can’t help but hurt when someone isn’t pleased.
I could offer the standard protocol for trying to understand the customer’s point of view, taking a look in the mirror and learning from our mistakes; but for today: forgetaboutit! I do talk about all that stuff in my book, but you know what?
Sometimes it IS the customer who’s the JERK!
Before I risk setting customer service back 50 years, I’ll also add that the customer doesn’t always need to know he’s a jerk! It’s tough, but sometimes this information is better kept between you and me!
If you’re the typical entrepreneur, you’ve risked your life savings, your home, your home life, and maybe even your health to get your business started. You’ve invested time, money, blood, sweat and tears. You know how hard you work; you know how much you care…
…the trick is not to expect everyone else to know, or care.
Of course, we’re all worried about the dreaded “bad word of mouth.” Attend any business seminar and someone is likely to say that bad news travels faster than good news, one bad review cancels ten good reviews, a satisfied customer might not tell anyone, an angry customer tells everyone…something to that effect. The fact is that when someone is a genuine pain in the a**, they’re probably a pain in the a** everywhere! They may talk, but then, who is going to listen? When you bend too far for the jerk, will your other customers respect you? If you make too many concessions to the jerk, won’t everyone expect the same consideration?
The jerk might talk! Sometimes you’ve got to trust that other people will see that you did your best to treat the jerk fairly. You’ve got to have faith in the credibility you’ve established with other, satisfied customers.
It would be nice to say that when you deliver a quality product or service, everyone is going to be happy all the time. It just doesn’t happen. It’s always worth a look in the mirror and there is always a lesson to be learned from every situation, good or bad. But, when you are sure you’re doing the best you can and someone just isn’t happy, so be it. The customer is always free to do business elsewhere, and so are you!
I’m going to assume you’re an honest business person. I’ll also assume that you’re doing everything you can to operate your business honestly, fairly and with the customer’s best interests at heart. The next time you’re dealing with a genuine jerk, just tell him…
…Thanks very much…then forgetaboutit!
Let me know your thoughts! If you've got a customer service horror story, post it; please delete expletives. I'm sure there are others who have shared your misery!
Watch for our book events this November at Borders including mini-seminar and book signing!
Comments
Sometimes it's perfectly OK for the CUSTOMER to be a BIG JERK. I'm getting married and I've noticed that most businesses that do normal events and then WEDDING events tack on an extra charge for WEDDING events. I recently ran across a Scarborough limo company who's rates were $45 per hour but WEDDING rates were $250 for three hours including complimentary champagne and red carpet service. Now my math may be bad but they're charging me EXTRA for complimentary things? The guy was actually polite while attempting to take advantage of the customer (happens all the time in the wedding business) but I was a big jerk and called him out on his bigger price tag for FREE services! And I'll continue to be a huge jerk to businesses that take advantage of their customers.
Posted by Bride to BeOctober 5, 2007 01:06 PM
Thanks for a great comment!
You're absolutely right, sometimes there are legitmate reasons for customer dissatisfaction. It's important that any business person look in the mirror first...
However, everyone who has ever been in business, or worked with the public, has also run into the customer who just cannot be satisfied. Sometimes customers can be extremely abusive. Sometimes it is the business that is abusive.
Of course it would be really nice if nobody was ever a "Big Jerk" to anyone else; unfortunately, that's just not the way the world works. I'm addressing that situation head-on in my next book, "Respect, Live It!"
There's certainly nothing wrong with questioning any business practice that looks shady or exploitive. In your story, you may well be completely in the right; but I've also learned that there are usually 3 sides to every story, and at best we'll hear two of them!
The limo company's wedding rates may be what they need to charge to operate. It's very common for a service business to charge lower rates to try and make some revenue in "off-times." That may not be the case here, but it is possible.
Of course, they should have paid attention to their marketing if they are indeed charging a premium for "complimentary" services! Most of us will pay extra for the red carpet treatment, but we certainly don't want to pay extra for stuff that's advertised as "free!" Perhaps "inclusive" would have been a better word.
If you do feel that this company is taking advantage; I support you making your opinion heard, and I hope that you shopped around for another service. I also hope the entire exchange was as civil as possible on both sides.
Thank you so much for your post! This is the kind of exchange that instigates a lot of thinking and I'm sure your comments will be very enlightening for other business people.
I appreciate your comments and I hope you have a terrific wedding and a happy and successful marriage!
Posted by JimOctober 5, 2007 01:50 PM
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