I think it was great customer service. Others may think the sales clerk was simply trying to score a larger sale however I think she went out of her way to save my daughter money even though they probably make a bigger profit on the 2 packs.
An acquaintance asked about a class I was offering. It was not what she needed at the time so I advised her to not take it and wait for a class that better suited her needs. She was appreciative and did sign up for that later class. Could I have simply had her register for the first class and had the money right then? Yes, however she may not have felt she received enough value from this mismatched subject matter and then she would not want to refer her friends to my future workshops.
Today a potential client emailed me and told me she was ready to start using my services. We met approximately eight months ago and she told me she wanted to sign up for one of my packages but she was not ready yet. I waited. Two months ago when we both attended an event she mentioned that she was nearly ready and she would contact me soon. I waited.
I emailed her back this morning and asked her to call me to set up a sales meeting. When we were scheduling the meeting she mentioned how much she liked that I did not pressure her to sign up sooner. I told her my clients have more success when they have a good idea how I can complement their business.
In all of the cases you may think that the customers were put first, and they were -- for selfish reasons. If you push someone into a purchase that is not a good fit for them they will be disappointed and hope of future purchases or referrals is likely gone.
A friend of mine used the services of someone I recommended. I had seen the person’s work and considered it very good although I had not used them personally. My friend had a horrible experience with them and I felt responsible. Now I know there are two sides to every story, but it is unlikely I will recommend that person again because my friend said she felt pressured into joining the program that turned out to be a bad fit for her.
Not everyone will benefit the same from what you offer. I think I will lose one of my clients in April because I have been unable to provide a specific result she wants. She should let me go and test another method to get that result. By making it easy for her to quit using my services, I will leave her on a positive note and when she wants other results she may use me again and she will still likely refer others my way.
By making your customer number one you are actually making your business number one.
Until next time…
Have a great day,
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