There are 10 ways for a business to balance what customers want

For some, the proverb “customer is always right” means “traders should listen to consumers because they drive the market.” Cost. ” But sometimes the customer Is not In fact, it is not wise to accept their demands.

When a customer is angry or frustrated, it is important for a business to listen to their concerns and empathize. But if that customer is ultimately wrong, then you should not accept unreasonable sacrifices or do anything that is not really in their best interest just to return to their good grace. Here, 10 Young Entrepreneur Council members share their thoughts on how to strike a balance between treating a customer well and doing what is right for your business.

1. Find the problem, then present the solution

As the famous saying goes, “Everything looks like a nail to someone with a hammer.” While the most important thing to remember when “customers aren’t right” is that by the mere fact of involving you, they know they have a problem, but they probably don’t know a good solution. When trying to explain, they often throw out invalid ideas (often the correct “ideas” that are in their first place). It is our job to discover what that is and to bring it about. Once you show that you really understand the needs of a customer and how your solution meets them, they will almost always accept your solution. Throughout my career, I have seen that if we do this, customers stop bringing ideas and call us for solutions, and they never go wrong again. – Jason Azevedo, MRCA

2. Show them you get to hear them

Hearing aids. We find that clients want to hear. When you can repeat what the client told you at the beginning, without suggesting anything or pushing back, it builds trust and they understand. This is the key to overcoming any tension. We find that when we first hear and repeat a client’s request to them, they are ten times more open to our advice which we think is best for their business. By showing them we understand their point, we see that they are much more acceptable to us. We did this when negotiating with higher holders or justifying price increases and it almost always works. At the very least, it allows for much more enjoyable discussion. – Ethan Kramer, Ike Creative

3. Verify their feelings

I have found that listening is more important than being right for the customer. Over the years, we have had many customer complaints, including some legitimate complaints about mistakes on our part. Once they realize that they are talking to a real person who is sympathetic and apologetic to their experience, most clients become more reasonable in their claims. “I’m sorry you had that experience! That experience we didn’t want for you. How can we make things better in the future?” Much goes further, “Sorry you feel that way. There’s nothing we can do.” – Pokin Young, Big Box Labs

4. Be true to your core values

In all my business, we have clearly defined the core values ​​that the whole team knows by heart and we make sure that all steps are taken keeping those core values ​​in mind. The team’s two favorites are “Love Not Fear” and “Customer Success.” We always try to do the best for our clients, and we do it with love. However, if a client does not behave in accordance with our core values ​​and the party is affected by it, we do not hesitate to cancel the contract with that client. Our core values ​​are our North Star, and by following them, we do our best for the business while providing the best possible service to our clients. – David Henzel, LTVPlus

5. Go below what the client really wants

First, it is important to lead a client relationship. At the moment they are leading us, we are no longer a strategic partner, but a service provider. Second, make sure you understand what the client actually wants – often, not what they initially want. What they really want is a top-line increase, or more SQL, or even more advanced employees involved. But what they want is a “new website” or a “campaign” or something that is just a strategy to get bigger. Third, make sure you help the client clearly understand why you are pushing for solutions. When you explain the “why”, it’s easier for them to grasp the whole picture and join the board as they get the job done. – Andrew Howlett, Struck

6. Establish a strong company culture

It is sometimes difficult to strike a balance between what a customer wants and what is best for the business. What really helps is to predetermine concrete business values ​​and establish a strong company culture. Company values ​​act as an informal regulator for your employees, while a strong culture is present in all business activities, including interaction with customers. There is a culture throughout the entire customer journey ensuring smooth onboarding and a clear expectation setting. – Dave Hangertner, ready

7. Determine if the change will fit into your business plan

It is important to be able to adapt and respond to clients’ needs, but you also need to keep in mind whether the changes fit your business plan. While this is tempting, we all know that it is unrealistic for everyone to have everything. If a client’s demand exceeds what you can provide or falls outside your area of ​​expertise, you may have to agree separately. However, many times, being flexible enough to meet a client’s needs can help you take your business to the next level by forcing you to increase your level of service. The key to maintaining the right balance is to be confident about what changes and does not fit into your business model and whether the changes can really improve your bottom line despite having a successful adaptation to your business in the long run. – Maria Themothy, OneIMS

8. Know when to hold and when to fold

Dealing with customers and getting what they want — or complaining is the equivalent of playing pucca. You need to know when to hold and when to fold. Customers who are dissatisfied will talk about you on social media and / or post a bad review, so you need to make them feel like they have “won” মনeven if they don’t actually “win”. It’s about doing some subtlety and smooth-talking, as well as doing something that doesn’t hit the bottom line of your business. I had a customer who complained that there weren’t enough products for everyone at an event. There was a second option, but he wanted “that” option, and five didn’t get it. I gave him credit for five, with a total value of about $ 50, and apologized. That was a small price to pay for her satisfied walking away. – Baruch Labunsky, Rank Secure

9. Be transparent during conversations

Find out what the buyer actually wants. Believe it or not, many times they just want to hear and not necessarily want discounts, freebies or returns. But when they do, be honest and forward and offer them something valuable while protecting your assets or revenue. As long as you are transparent during the conversation, you can usually come to a mutually agreeable conclusion. – Andrew Shrez, Money Crushers Personal Finance

10. Keep in constant touch with customers and employees

In terms of customer experience, each situation is unique. Most of the time, you can make customers happy or offer them something to make their day and fix any problem. But when it comes to getting the customer right and balancing your business, you have to use your best judgment. Again, it depends on the situation. Finding a happy way to grow your business and keep your customers happy means you need to constantly check in with your customers as well as your staff to measure how things are going. Maintaining constant communication is the key to running a business smoothly and successfully so that both the customer and the employee are happy. – Stephanie Wells, strong form

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