Question

Topic: Customer Behavior

Potential Client Rings Irate...

Posted by Anonymous on 8/17/2004 at 11:31 PM ET 125 Points
I had a potential client call me today quite irate as to why she hadn't received a list of questions and agenda for an initial meeting we're having next week.

We're going to be beginning a corporate identity programme with their new business. We set up a meeting with them last Friday after which we agreed to kickstart things next Monday (in 10 days). I told them that prior to the meeting we would send them a list of questions and an agenda. She called today blasting our lack of service and that she expected it immediately. (Its only been 3 days).

Now, our standard practise is to send that agenada and questions one or two days prior to the initial meeting. (afterall the meeting is all about answering all those questions).

Was she in her right to do so? Were we wrong? ..
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RESPONSES

  • Posted by Deremiah *CPE on 8/17/2004 at 11:47 PM Member
    d74,

    One of the first rules of working with a client is right after (immediately after) you have finalized that you have the clients business "you must":

    Set the expectations for the next follow-up.

    d74>I told them that prior to the meeting we would send them a list of questions and an agenda.

    Problem: No time or date and always remember the platinum rule (under promise and over deliver).

    Now I respect this might not be the way everyone else does it but what I'm sharing with you helped to make me one of the top security consults in the country a few years back. Take it or leave it giving your clients a time frame reference of when they can expect you to reply is one more way to engage your client into a deeper relationship. Apply the SERVANT approach to your selling close and you will make clients fall in love with you. Try it and your customer will like It! Is there anything else I can do for you?

    Your Servant, Deremiah, *CPE (Customer Passion Evangelist)
  • Posted by Paul Linnell on 8/17/2004 at 11:57 PM Member
    Hi D74

    I agree with “graphicz” – the customer is always right – so to answer your question - yes – she was in her rights to expect it – when she expected it!

    However – this serves as a great example as to how customers’ expectations can vary. Left to their own devices, they can expect anything they choose. So the lesson to be learned is in setting correct expectations with customers up-front. (Oh yes – and always “Under Commit” and then “Over Perform”).

    Using your example – if you had told her that you would send her the agenda and questions in a week, or the day before the meeting, and then you actually set it in 4 days (or perhaps 2 days before the meeting) she would have been delighted with you.

    Best regards

    Paul


    P.S. Your practice of sending out an agenda and questions seems very professional and I’m sure the majority of your customers see it that way too!
  • Posted by Paul Linnell on 8/18/2004 at 12:01 AM Member
    Sorry Deremiah - it looks like you type a little faster than me - but our thoughts are in the same place!:-)
  • Posted by Blaine Wilkerson on 8/18/2004 at 10:19 AM Member
    Great advice.

    I tend to lean towards Virago and Nona on this one.

    Also, I am a firm believer in "The customer in NOT always right". After all, why are they considering your services in the first place? Perhaps because they lack the skills to do it themselves? What does she expect to gain from her behavior? A free pizza on her next order? This is not fast food. We are talking about specialty service here that will require the development of a lasting working relationship...much different than a drive-thru.

    Her rude behavior is a good indication of what is to come...more complaints, refusing to pay, refund demands, you name it.

    Nona is right, life is too short. Move on. This person may provide some short term revenue, but could ultimately end up becoming a "brand antagonist"...spreading the word how "bad" you are. I wouldn't give her the chance to experience your service coupled with that risk.

    However, I must say it may be a good idea to give prospects specific dates with regards to when they can expect pre-sales documents, agendas, etc. But I do see your point.

    It may be worth a shot to attempt to cool down the situation. If you get another negative reply, say "Bye-Bye"!

    I hope this helps!
  • Posted by Deremiah *CPE on 8/18/2004 at 5:43 PM Accepted
    d74,

    I hear ya. I tend to think like Malcolm and based on my experience "a soft word spoken turns away wrath". If it does not then I will be more apt to consider this behavior as the persons normal MO. We all have probably made mistakes and come across a little sharp or harsh when we were expecting something we did not get (human nature). But this is in no way an indication of a persons standard mode of operation. I am a firm believer we should probably over communicate time frames, dates and event schedules. I understand how you feel especially given the fact that they are a potential client but potential clients make customers. Furthermore sometimes our path will cross with a client like this who only comes into our life in order to stretch us or bring us clients we never could have met without them being present. I am an extreme optimist that believes that everything happens for a reason and everything works out to my best benefit (maybe not right now but most definitely down the road). D74 if you were offended by the clients behavior your actions will reflect this at some point in time. We all have been offended but we must somehow rise above it. Go for it. Remember whatever you do is on you. Do the right thing and the right thing will come back to you. Just think about this (What if this one potential client brings you one of the best accounts you ever had then what?).

    Is there anything else I can do for you?

    Your Servant, Deremiah, *CPE (Customer Passion Evangelist)
  • Posted by SRyan ;] on 8/18/2004 at 10:13 PM Member
    After reading your question, my initial reaction was...

    "Ha! That lady is probably experiencing PMS."

    Hey, it's a real condition, gang! Perfectly genteel ladies can behave out of character now and then. By the way... my favorite alternative to that acronym is Pass My Shotgun.

    My second reaction matches what others have already remarked upon. Is this what the client will be like? Do I want this customer?

    Do the right thing, as Deremiah suggests, but keep in mind that this might not be a customer worth winning.

    ¤ Shelley ¤

    ps. Jose mentioned constipation?? That's two threads in one day using the analogy... but I'm not sure I would say that in THIS case it means great minds are thinking alike. ;]
  • Posted by Deremiah *CPE on 8/18/2004 at 10:59 PM Member
    Well Shelley,

    you know you ain't right about the...PMS.
    PMS stands for Pass My Sandwich or Pray Men Scatter...

    sorry d74 (Shelley pays me big money to act this way and I pay her to get the party started). Please excuse me I just cant' resist plus it pays so-ooo-ooo good.
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