No, Customers Don’t Hate You, But…
If you follow history, there are some predictable customer displeasure patterns that you should keep in mind. Let me tell a tale through Tweets.
- Don’t make it difficult for the client. Yes, it sucks to have clients leave, and sometimes it may be under unpleasant circumstances but trust us on this one. The more difficult you make it- the more smarmy you appear. Trust it will all work out in the end, and a better client is right around the corner. Your Business = to the cartel- not a good look.
2. Can the market bear your current pricing? It was never more clear how quickly things can change than this last year. As a result, the ability to be nimble is crucial to keep the revenue flow happening. Step outside old patterns and take a long, hard evaluation of all the markets you serve. Remember, if you have to adjust at the moment, it might just be the best thing you’ve ever done, or perhaps it’s simply a temporary fix. Either way, keeping your eyes wide open rather than pulling an ostrich with the head in the sand will behoove your business in the long run.
3. Are you outdated? I know thrifting and vintage are at all-time popularity, but that is for the cool stuff. Not the cookie-cutter clutter you can nab anywhere. Maybe it’s time for a re-brand. Sometimes you can be too close to the forest to see the trees, but everything and yes, sometimes even a formerly successful name can wear out its welcome.
4. You can chase a butterfly all over the field and never catch it. But if you sit quietly in the grass, it will come and sit on your shoulder. In other words, develop patience, as difficult as it is. A mantra to practice goes like this: work the process, and eventually, the process will work for you. If you believe in what you do, this simple formula will work. Promise, young butterfly.
5. Be you. It’s 100% acceptable to be yourself and show your feelings. Being transparent is very effective and immensely helpful, especially if you are wrong (which we know is not likely ;). In all seriousness, humble humor and taking ownership will get you through difficult situations with your clients.
6. Tackle an issue right away. No Procrastination. For reals. Just do it now. No, really…like right this second. You will feel better, and the relationship with the client might be salvageable.
Michelle Hart, CEO, Cross Dot Digital Creative + PR Agency // We are a quirky assortment of seasoned pros, up-and-comers, introverts, extroverts, cool kids, and nerds, who love to use art, science, technology, and words to influence consumers into becoming raving fans. Reach out: michelle@crossdotdigital.com
