Dealing with Difficult Website Customers Part II
Writing by Brick Marketing on Friday, 21 of December , 2007 at 8:55 am
Yesterday, I treated you to a personal anecdote which showed customer management done the wrong way. It is a true story that featured your’s truly as a somewhat obnoxious customer, I was younger then but I never did mince my words. Today, let’s examine what Peter, the offensive sales person could have done to win my commission and make that big sale.
From the beginning, Peter should have realized that it was not going to be a simple sale. Most people do not book ten tickets at once. He should have offered me a deal from the very beginning and he should not have given me an inflated quote, when I asked for an estimate. He did not read my email carefully enough. He tried to railroad me into purchasing the high priced tickets as well. Explaining that it was a busy time of year (July) and that it might be hard to get a seat later so I should go ahead and make the purchase now. He should have said that there will be some more affordable tickets later and told me when I could expect the prices.
He never once apologized for his mistake. Most people tend to be forgiving and he could have explained his way out of the hole that he dug. Instead he got defensive and tried to reverse the blame to me. So much for, “the customer is always right.” He explained that it was I who misinterpreted him, not good.
He got emotional and that is just pathetic. Banning me from doing business with his company. CCing me an email that he sent to the company IT guy, informing him to block my email account, kindergarten stuff.
Where Peter went wrong was when he started chasing the biggest commission he thought that he would be able to get. He should have been chasing the sale. That is the key to website customer management. A huge sale is great, but repeat business is much better. Had Peter tried to pamper me a little, sacrificed a little commission to give me a nice deal, he would have made an outstanding sale and boosted his reputation in his company. Instead he chased a customer away.
Tomorrow we will be taking a look at website uptime monitoring. This three part series on dealing with difficult customers will be concluded the following day.
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Category: Website Customer Management
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