Comments on: Do You Hold Your Customers Accountable?

By: Rona Dahlgren

Rona Dahlgren — Tue, 16 Sep 2008 15:53:59 +0000

the comments on this post are very timely for me. We track our problems, questions as cases. When a customer has a large number of cases then we try to determine what is needed for the customer to be successful with our product. We make a proposal to the customer. I have not yet included the proposal as “requirement” to continue as our customer. We have a customer right now who is not cooperating. I have some ideas to position a last and final offer with a price tag attached to the efforts involved to transition this customer to another service provider. Shape up or ship out strategy.

By: Alexis

Alexis — Mon, 15 Sep 2008 21:07:31 +0000

There are many different levels of customers. Typically the ones that waste your time or insist on being counterproductive aren’t worth it. Sometimes you have to hold customers accountable, as this blog says, and sometimes you have to Sack Clients For Improved Profits (http://www.actioncoach.com/blog_display_all.php#Sack+Clients+for+Improved+Profits).
John, I really appreciate your insights on business and social media. How could we get you to do a guest post on our business blog?

By: Adrianne Machina

Adrianne Machina — Mon, 15 Sep 2008 20:16:02 +0000

yes, i know this news… to rss!

By: tri-win

tri-win — Mon, 15 Sep 2008 19:12:10 +0000

I think it is a delicate balance between putting the customer’s need ahead and making sure they are accountable without destroying their reputation, which in turn will affect one’s own reputation.

It’s like being a parent in some way. You want the best for them but there is only so much you can do to beat some sense into them…lol…

You can drag the donkey to the water, but to make it drink is another thing!

By: CoolProducts

CoolProducts — Mon, 15 Sep 2008 17:54:58 +0000

One must remember that even though they may be dragging down the value of your service, if you end relations with them on a bad note, that could potentially hurt the value of your services at a much greater level. If things are not working out with that customer, part ways; but make sure that when doing so you’re doing it on friendly terms. Therefore, you’re not burning any bridges with your exit.

By: Joe Dager

Joe Dager — Mon, 15 Sep 2008 14:51:00 +0000

John, thanks for your clarification. But putting my customer hat on for a second instead of the other way around is why I am looking at this point differently.

Everyone has a reason, why it is not my fault. Just stand at practically any register and think how you are typically treated while you are handing your money over. they can be talking to another employee, giving you your money back expecting you to count it, answering telephones, etc. And that is my point, we are so quick to pin the blame on the lack of understanding of customers that it amazes me. Has anyone here, worked with a terrible client, only to find out later that he was your best referral. “If you can satisfy Jack, you can satisfy anyone.”

I am not shy about providing an exit strategy and to rid or not even start with a customer if it is not a good match. But I amazed at the responses that you received. Heck, I will provide an exit strategy for all these terrible customers, send them to TerribleCustomer.com!

By: LindaBusiness

LindaBusiness — Mon, 15 Sep 2008 01:57:54 +0000

This is a great topic. I think it’s important to remember the old axiom that no one person is indespensible…if one customer is “unsatisfactory,” move on to the next. In a former career, I worked with a nonprofit that relied on the efforts of volunteers…and these volunteers had job descriptions and “contracts.” And yes, it was possible to “fire” a volunteer. Either we place value on our own businesses and products – and demand that value be upheld and appreciated – or we don’t. I won’t keep a customer who costs me more in terms of time and effort than I can gain in monetary profit. I’d rather have as a customer someone who actually wants my product, values my product and refers other to it.

By: John Jantsch

John Jantsch — Sun, 14 Sep 2008 17:45:46 +0000

@all – seems like I need to clarify one point. It was not my intention to imply that the service provider didn’t need to be accountable or could possibly share in the blame. Of course disconnects can be out fault too. For the purpose of this post, however, I was making the assumption that the service provide educated the prospect, set the proper expectations, gave some extra rope, circled back to try to get recommitment, looked long and hard and what was promised and what was delivered and then decided to stop rewarding bad behavior.