Responding versus Reacting
The other day my web developer of 20 years fired me. His reaction to a request for service with my budget included came by email at 2:40am, and started with a statement about his financial situation being in dire straits, then went on to complain about my consistent requests to have work done at a fee less than his agency rates. “We are done here”, were his last words. I didn’t respond, I had no reason to. He burned his bridge to me as a customer, and I believed there are likely another 100,000 web developers to choose from, so I began looking for a new service provider, rather than playing keyboard warrior with a rebut.
While on the topic of dealing with difficult customer behaviors, I wanted to share this example of how our product or service offering isn’t always a match for what our customer needs, or can afford – and that’s ok. It’s not right or wrong, it just is what it is.
Rather than berating or belittling a customer who is asking for a lower price, it’s recommended that you stand tall in your fees, and let your customer be the one to say ‘no’ to you.
Respond Assertively – Don’t React
For example, let’s say you want to negotiate a new rent deal with your landlord. You, as the customer sparks a conversation with the landlord to request a reduction in rent to help you get through the next year and recover from the lost revenues of this current pandemic situation. Your landlord could respectfully respond in two ways. (1) In favor of a new arrangement, or (2) Opposed to your lowered rent request. Either way, an assertive response can maintain a good relationship.
- Example Option 1 – Landlord: “Let’s try to find a solution that works for both of us”,
- Example Option 2 – Landlord: “Our original rent agreement stands firm Penny. I understand these are difficult times, and I too have similar revenue challenges and must maintain the amounts we settled on previously.”
With the supplier/service provider (landlord in this case) standing in their original agreement, they didn’t have to say no to the request. It would be up to me then, (the customer) to say ‘no’ to the original agreement, and seek new retail space for my business.
There are many ways to say no, without saying “no”, and there are many ways to communicate assertively without ruining a good relationship, like my web developer did. An update on that…I found a local supplier, female, more talented, who meets my budget or talks with me to find a solution that works for both of us and exceeds my expectations with quality and turnaround time.
One of my favorite quotes that so many people compliment me on from Give and Be Rich is “everything works out more perfectly that I could have imagined”…and it always does because I believe it will.
Sometimes firing a customer seems like the best choice, and that’s ok. Be respectful, be assertive and don’t burn your bridges.
Penny
Harvard Business Review says it’s time to fire some of your customers … that was in 2011, but the time is ripe for setting a solid foundation as we learn to thrive with a pandemic.
