What to do with an unreasonable customer

Monday, November 14th, 2011

Seth Godin, author of over a dozen best seller books, wrote an article on unreasonable customers and why it is worthwhile to tolerate them. He also provides reasons to ‘fire’ a customer. For most organizations, the perspective is that the customer is always right. While that is true most of the time, it isn’t always. My list of when to say No to a customer is longer than those in Seth Godin’s post but they are similar.

A recent blog post by Seth Godin reiterates the need to under promise and over deliver but bring up the dilemma of how much. Too little expectation setting leads to no engagement. Setting the bar too high means it is hard to over deliver. A technique that really increases customer satisfaction and loyalty is also discussed in this blog post.

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