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No Means No: Four Ways to Deal with Greedy Customers.

Have you ever heard or tried any of these pick up lines? Treat me like a pirate and give me your booty. You don’t remember me? Oh that’s right, we only met in my dreams… Is your dad a mechanic? Why, because you have a fine-tuned body. LOL. Stop, drop, and roll, because you’re on fire. I try my best to avoid television, but it seems to creep up on me when doing housework. I couldn’t help to cackle like a cage hen when I heard Steve Harvey and Jamie Fox rehash some of the worst pick-up lines ever. Then, I thought to myself, do pick up lines really work? The answer is yes. In customer service, people use pick-up lines all the time in a desperate attempt to get what they want. So here are several ways to deal with them.

1.Recognize pickup lines and avoid them like the plague.

No sane person would ever use a pick up line because it sounds desperate and cheap. However, we constantly feed into greedy customer’s demands when they use pick up lines. Such as: do this one deal for me, and I’ll send you more customers. All I can afford is blank. Write up the proposal and I’ll get back to you later. We are all guilty of being suckered by a pick-up artist. These are people who are looking for the next deal or steal from their perspective. They don’t mind exploiting you. And they have no qualms about taking your last penny out of your bank account.The sad thing about all this is­­­­­­­­­ we allow them to do it. We allow them to ask us questions without being paid. We write up proposals, even when our gut tells us that our prospects aren’t willing and/or able to buy. We spend hours of our time explaining our services in piteous attempts to win them over. We take a cut in pay, only to have them walk away from the table at the last minute. Why do we do this to ourselves? The simple answer is hope. Which brings me to tip number two.

2. Hope is not an effective strategy when dealing with greedy customers.

Much like a pick up artist, surveying a bar to identify weak prey. Greedy customers are perusing your website looking for flaws and mistakes. They can’t wait to call you and pick your brain. They want to bombard your email inbox with questions without making any kind of commitment to work with you. They’ll use flattery as a means to get you to open up about your services. They’ll ignite your passion causing your ego to go into overdrive. Meanwhile they are taking mental notes, getting everything that they need without paying you one single cent. Then, once you’ve given away the farm, they disappear like a cloud of black smoke.The key to dealing with greedy customers is to talk about your previous experiences. Offer to give them references. Show them testimonials or other scholarly articles about your company. Also, be sure to give them solid information about past campaigns that were successful. Use numbers, such as: I increased X companies ROI by 3% or I ran a campaign that got X many likes on Facebook. Many people want to see something in writing before they sign on the dotted line. So be sure to hand them white papers, or documented case studies of how your strategies worked for other people in the past. In essence, the only way to counter-balance hope, is to use facts, accurate numbers and figures.

 3. You’re not helping anyone by giving away your time and service for free.

Just understand that as business owners, we are already giving away tons of our time and service for free. Department stores allow their customers to stroll through their stores and try on clothes for free. Car dealerships allow you to take a test drive, for free. Companies have brochures, white-papers, articles, blogs, and Facebook pages that give out tons of information for free. Today, there is no shortage of free information. However, there is a demand for solutions, and this is something that people are willing to pay for.

Many studies have shown that people actually value information more, once they’ve paid for it. In fact, the more expensive something is, the more value it has. With this said, it makes no sense to give customers free solutions to their problems. When in the end, they are not going to use it anyway. Also, don’t get into the habit of thinking that you’re a good person who helped someone in need. Don’t fool yourself into being a hero. Nine times out of ten, that person who you helped for free is paying someone else for inferior service. Instead focus on how you can benefit the customer. A hefty one-time fee is certainly worth it, if you can increase your client’s profit margin by 30%. Sell value, emphasize the need, and be sure to provide customized solutions, not just content.

 4. Set clearly defined expectations that you both can agree upon ahead of time.

No one likes a cat and mouse game. As business owners we need to understand a few simple facts. Customers don’t want to work with us because they don’t trust us, don’t see the value in our service, or they simply don’t like us. These are really harsh truths. However, the world is a scary place, where customers have been ripped off and taken for a ride many of times. Their guard is up, and so the next person they do business with is going to make up for all the crooks and criminals that robbed them blind. In many cases, ethical business owners feel like they have to pay for the mistakes of others that engaged in corrupt business practices. However, this does not have to be the case.

You can put your client’s ill will at ease by setting expectations up front. The best way to treat a battered customer, is to outline everything that you’re going to do upfront. For example, by month two you should be able to build an entire membership site. By the end of our session, you’ll see an increase in profits by X percent. Also, be sure to set a clearly defined schedule. For example: On Monday, we will review the simple rules of SEO. On Tuesday we will discuss topics on how to prospect using social media. On Wednesday, we will discuss copy writing and distribution. Give your clients a schedule and make sure that they adhere to it. Specify the rules of canceling and rescheduling up front and hold tight to your policies.

So now you have four great ways to deal with greedy customers. You’ve identified the pick-up lines and now know how to avoid them. So keep these handy tips in mind, the next time an angry, greedy, customer storms into your office.

 

 

 

 

MelissaNo Means No: Four Ways to Deal with Greedy Customers.
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