Are Rude Clients Worth the Extra Mile We Take?

We have got this covered! Did you read rude customers in the subject line?
Let’s understand are they worth that “extra mile” we offer?

Let’s think about it — Customers around the world expect relentless service, needless to say, a dissatisfied customer will be spreading a negative word of mouth across all channels. When we refer to these customers, our chance of sustainability and long-term success is bleak and sometimes non-existent.

On other hand associates and staff trying too hard to satisfy the dissatisfied clients can ensnare them away from your comfortable spot, and at times drag you into an unknown field that is quite difficult to pilot.

The business “mantra” world over reads “Service excellence” & “Customer retention”.It doesn’t matter who or how you look at it but an organization is only known by its client and to add “successful clients”. You would agree with me that in order to achieve success one has to keep abreast with the latest news and be prepared to face challenges and recover in multiple forms. The bottom line is “service keeps your clients connected” service falls; so does your customer satisfaction. The service is what hits your clients list.

If you are a businessman, what is most important is to stay “put” with your expertise, strengthen and keep your capabilities intact and continuous improvement towards service excellence. Every client is a “BUYER” and the most important component of a business. It’s true you might experience challenges — your client might ask you to do a task outside the area you work and to retain them, we do attempt “an extra mile.”

Customers are becoming increasingly aware of the impressive blend of client sophistication and the wide array of natural attractions.

Now let’s come to the difficult part; we have done that extra bit but what if the client asks for more — in that scenario, your extra mile becomes a burden and to meet the challenge thrown at you by your client, your work intensifies and often leads to Win-Lose/Win-War situation.

An extra mile is never defined. You might end up doing things that deviates you from your focused KRA assigned — usually a smart staff should gaze at the situation and analyze if he has the capability to win the given challenge that sometime might mean turning down a client’s request. We do fear the responsive reaction that happens when we tend to lose a regular client.

There are loopholes in every organization. To opt for something that we can do and ignore what we cannot is a cold strategy. It will be a vain activity to try and seal those loopholes since every day brings in new challenges.It is you who has to decide which strategy you prefer to adopt and implement. There are organizations that train staffs and teach them to manage difficult clients and how to take the right decision when you are on the borderline. What not to do and what we MUST do to retain our clients and many more.

It makes us wonder, what if we provide the top class product design and service par excellence but absolute “zero” consideration for our customers –all our effort goes in vain. Dealing with a bunch of grumpy, dis-satisfied clients is tough and a long term liability. Easier option is to work out what they need, how can we offer service and if need be, stretch that extra mile so we reap customer relationship in a positive graph.

These days’ consumers have wide choice to choose their services from and hence the percentage of rude guest has exploded. Nevertheless, the fear of a rude guest spreading the negative experience with the social media scares the organization in this age of technical boom. Negative social review gets viral and it becomes a daunting task to reverse the effect. This becomes a “point of no return” or “too late to control the damage incurred”