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.

One of my favorite authors is Seth Godin, who has written multiple books on how the world is changing as a result of the web and mobile phones. He recently wrote a blog post titled: The obligation of the adjustable display on the need for companies who manufacture or sell products and services to spend more time on the documentation that comes with the product, whether it is printed, online, or as part of a help screen. It his his contention that it costs less to invest in explaining how to use things than to take the service call afterward.

What does a Customer Want?

Thursday, May 26th, 2011

Seth Godin recently wrote a blog post on What (People) Want, where people could be defined as customers, users, neighbors, friends, etc. He describes five simple ideas that motivate and drive most of us. This blog post looks at whether these 5 elements also define what customers want.

The consumer has been given the freedom to provide feedback on any product or service they acquire though new types of review sites and new web and mobile techniques. For every action, there is a reaction and I recently came across a few articles describing how various organization are attempting to block the consumer’s right to share information. Openness, Communication and Accountability, the 3 elements of transparency, are better approaches.

Seth Godin, author of many books on marketing, spoke at a conference a few years ago on the topic of ‘Why are So Many Things Broken” and the 20 minute video is worth watching to remind ourselves of why we must be vigilant as customer satisfaction advocates to the customer’s view. Always look at the products and processes from the customer’s perspective. In his video, Seth talks about the 7 kinds of ‘broken’ with many humorous examples.

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.

Seth Godin’s 2007 post called Starting Over with Customer Service still rings true on the reasons for customer dissatisfaction with service but his proposal of how to start over is oversimplified.

Hide me
Sign up below to receive a Free Report (Retail Value $150.00)
Name: Email:
Show me