I have seen this article written in Forbes
website [here],
and read it several times since it was published. It describes /explains some keys
for achieving excellent customer service. Those “ten commandments” are true in
those cases that the customer is a real “pain in the butt”...
Thats okay, I can live with this list except the
last one, the tenth in the list:
Pest: A customer the
company may need to fire to be more profitable. Be quick to identify and
replace them.
It is a wishful thinking for each supporter
firing this annoying customer. Is it really that easy? I don’t think so.
Let’s assume that your customer is paying each
year some $200,000 buying from you HW, SW and renewal of support contract. At what
time exactly you can afford yourself to get rid of this customer, at the “startup
phase” when this value is some 30% of your income or when the company is well
firmed, and this value is 5% or less from your income?
In my point of view one cannot underestimate this
income (or any other sum). When you reaching this point when you feel that you
customer is becoming to be “pest”, it is the time to change tactics.
The first option, which is commonly used as the
last resort, instead of pushing the customer away, embrace! You need to empower
the customer by embedding it. See my post explaining what is embedded
customer [here]
For the second options, some changes in support
SLA needed to done. You need to ask the customer to be certified into certain
level to get an SLA. Each certification level will have its own SLA. You will benefit twice: 1 - The educated
customer will not want to be considered to be lame (hey... I need to “kick the cat”
[see
#6 here] once in a while); 2 – you charge MORE for different SLAs, training
and certifications.
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