Relationship Selling

Despite what the purveyors of fluffy warm-and-fuzzy sales techniques say, the responsibility of a good business is to provide a great product or service at a reasonable price, and take care of any genuine issues that may arise.

But what do you do if a client is high maintenance and expects you to be their personal slave in the interests of providing "service"? First, review if the money they spend and the portion of your living they provide is worth the abuse you put up with. If you feel it is, then suck it up.

If not, then fire them.

What?!? You would fire problem employees if they were causing trouble or abusive on the job, the same should go for your problem customers. Frequently, those people have no idea that what they are doing is having such a negative effect. Some of those that you want to fire may wise up and move into the good customer category! Problem solved.

Communicate your intentions it in a polite way that still leaves an open door for them to do business with you down the road, but in a firm enough way that they know you are serious and are not prepared to put up with their behavior or unreasonable expectations any longer.

Some will respond with the old "the customer is always right" comment, a remark that is as unpleasant as something smelly you might pick up on your shoe. The only people who ever tried that one on me were using that slogan as a license to hurt and abuse others.

It is amazing how many people go though life without realizing that respect isn't something that is just handed out for free, it needs to be earned by patron and provider alike.

It is almost certain that at the point of being fired, these ex-patrons will threaten to bad-mouth you at every opportunity; such is the custom of those who are not prepared to earn respect.

But know this; if they are ranting to someone of like mind, you wouldn't want that person as a client either. And if they are not of a like mind and know the type of person that is ranting to them, they might just respect the fact that someone had the gumption to stand up to that individual, and want to become your client as well.

Oh yes! It has happened to me on numerous occasions! And that has made my day, when a bit of negative press from a fired client has resulted in more business than they would have brought me otherwise.

Don't go overboard with this tool, but when executed correctly it is a very liberating experience!

A final note on this topic: never lose your cool. The great King Solomon said, "a soft answer turns away wrath: but grievous words stir up anger". Lay out your case to your customer, stand your ground, and let the chips fall where they may. If someone spouts off at you and you lash back, it always turns out bad for you. Controlling your temper is crucial... and generally unexpected, which will always work to your favor.

If you happen to make friends in the process of doing business, then that is a nice bonus, but it should not be the goal. People can be loyal to you and your company without you becoming their personal attendant. Find the balance. Don't be devious, and don't be a butt-kisser. Just treat your customers well and conduct yourself with dignity.