It has come down to being cheap, and giving a cheap price, and making the customer happy by going that extra distance. In both instances, you are hoping that you will have a repeat customer and network some more customers through your good word. There is a problem, you can’t have both worlds, especially in today’s economic climate.
First my pet peeve is about bad customers. This week, so far, I have told one customer to go fly a kite, and actually directed him towards another competitor that I hate. He wanted the Sun, the Moon, and all the stars for the discounted price that we have right now. On top of that, he wanted the extra guarantee that is offered for a small fee–for free.
Everything is clearly written on the agreement. You get what you pay for; what you see is what you get. But some people want the full deal for only half price, and today, some people actually have the balls to make demands beyond this arrangement and demand it, like it is their right. What is worse, when you say that there is no deal, and you walk away, the customer then tries to circumvent the process and then goes through a third party, lying about everything that went on previously, and makes one more attempt at getting what they see as fare deal.
On that day we had a special deal for a limited time only. You paid a thirty percent discount, and you get a package for that price. This one customer wanted some extra work done on top of the package, work that entailed a considerable amount of labour and materials to satisfy his request. We said no. He said that we must do the correct job or he will complain.
Complain to whom?
We told the customer that we did not want his business and ended the deal right there.
The next morning I got a call to have some materials ready, but a little alarm went off inside my head as the list of materials seemed awfully familiar. Sure enough, it was our cheap friend.
Sadly, a different technician went out to the customer’s place and was told nothing but lies, a total fabrication of the truth. Our technician then prepared the work and completed everything, exactly the way the customer wanted it.
Now, you are thinking, “great, the customer is always right,” and “finally, there is some justice for the consumer.”
Sadly, it was our technician who got screwed. The customer was happy. He got a great deal. When you calculated what the customer got, he got a full installation for less than twenty percent of the full price. As for the technician, he lost over $50.00, as in he did not make a profit, but paid out. The company will only pay him for the deal, nothing more.
Some of my favourite lines are:
- I want to talk to your supervisor
- Your boss is going to hear about this
- You will never get my business again
- I will report you tot he Better Business Bureau
- You will loose your business once I tell everyone how bad you are
- You are going to court my friend, to court!