In a previous post, I made a statement, “customers are always right”. As a business, we all know that this is not true. There are times that it is necessary to educate the customer and tell them that they are wrong in the nicest way possible.
On occasions I find myself dealing with a ‘repeat offender’. When it comes to customer complaints and support, you learn fairly quickly who your true customers and who are the ones are taking advantage. These so-called ‘repeat offenders’ are the ones who you spend a lot of time accommodating their often crazy requests and that are out there to waste your time and take whatever they can before they finally leave you as a customer anyway.
In a situation where it is all take and no give, sometimes it is easier to cut ties and nip it in the bud before you sacrifice the quality of your service to your other clients.
This can be daunting for a business but a customer will respond in one of two ways.
1. Realise that you mean business and will back down and cooperate or
2. Escalate it and prove that they are not the sort of customer that you want anyway.
The main issue with the ‘repeat offenders’ is that you spend your day dealing with one customer who is non responsive to your helpfulness and guidance and will take advantage of the situation in any way that they can, You then sacrifice the time you should be spending on your customers who need you and are grateful for your excellent customer service.
To block a customer is a last resort but is also necessary in some circumstances. As a business you need to maintain professionalism and integrity but by letting certain customers gain an advantage over you it can also create this sense that there is no value in your product/service and that you will drop all of your vision as a business to please someone who doesn’t care about you at all.