What your client wants matters. And if there’s any disconnect between the way you do business and her goals, needs, and desires, guess what? The fit just isn’t there. And that’s okay!
But forget this fact and all skitter-scatters to hell.
Chances are good you’ll lose her as a client or, if she feels indebted but doesn’t speak up, she’ll be resentful and not well served at all.
You want better for her, I know.
Seth Godin is a writer, speaker and marketing whiz who speaks to this in his post, “When in doubt, re-read rule one.” He writes,
Rule one has two parts:
a. the customer is always right
b. if that’s not true, it’s unlikely that this person will remain your customer
If you need to explain to a customer that she’s wrong, that everyone else has no problem, that you have tons of happy customers who were able to successfully read the instructions, that she’s not smart enough or persistent enough to be your customer, you might be right.
But if you are, part b kicks in and you’ve lost her.
If you find yourself … debating, arguing and most of all, proving your point, you’ve forgotten something vital:
People have a choice, and they rarely choose to do business with someone who insists that they are wrong.
By all means, fire the customers who aren’t worth the time and the trouble. But understand that the moment you insist the customer is wrong, you’ve just started the firing process.
Your thoughts? Tell me in the comments below.