In business, its probably inevitable. At some point, youre going to do something that pisses someone off. Thats just a fact of life.
Ive found that like me, most of the hardworking and decent business folks I know take it personally when someone is not pleased with our work. When you really care about what youre doing and what youre offering the public, it cant help but hurt when someone isnt pleased.
I could offer the standard protocol for trying to understand the customers point of view, taking a look in the mirror and learning from our mistakes; but for today: forgetaboutit! I do talk about all that stuff in my book, but you know what?
Sometimes it IS the customer whos the JERK!
Before I risk setting customer service back 50 years, Ill also add that the customer doesnt always need to know hes a jerk! Its tough, but sometimes this information is better kept between you and me!
If youre the typical entrepreneur, youve risked your life savings, your home, your home life, and maybe even your health to get your business started. Youve invested time, money, blood, sweat and tears. You know how hard you work; you know how much you care
the trick is not to expect everyone else to know, or care.
Of course, were all worried about the dreaded bad word of mouth. Attend any business seminar and someone is likely to say that bad news travels faster than good news, one bad review cancels ten good reviews, a satisfied customer might not tell anyone, an angry customer tells everyone something to that effect. The fact is that when someone is a genuine pain in the a**, theyre probably a pain in the a** everywhere! They may talk, but then, who is going to listen? When you bend too far for the jerk, will your other customers respect you? If you make too many concessions to the jerk, wont everyone expect the same consideration?
The jerk might talk! Sometimes youve got to trust that other people will see that you did your best to treat the jerk fairly. Youve got to have faith in the credibility youve established with other, satisfied customers.
It would be nice to say that when you deliver a quality product or service, everyone is going to be happy all the time. It just doesnt happen. Its always worth a look in the mirror and there is always a lesson to be learned from every situation, good or bad. But, when you are sure youre doing the best you can and someone just isnt happy, so be it. The customer is always free to do business elsewhere, and so are you!
Im going to assume youre an honest business person. Ill also assume that youre doing everything you can to operate your business honestly, fairly and with the customers best interests at heart. The next time youre dealing with a genuine jerk, just tell him
Thanks very much then forgetaboutit!