{"id":187,"date":"2011-05-13T11:33:49","date_gmt":"2011-05-13T16:33:49","guid":{"rendered":"http:\/\/etereman.com\/remanu\/?p=187"},"modified":"2011-05-13T11:33:49","modified_gmt":"2011-05-13T16:33:49","slug":"when-is-it-ok-to-let-a-customer-go","status":"publish","type":"post","link":"https:\/\/etereman.com\/remanu\/2011\/05\/13\/when-is-it-ok-to-let-a-customer-go\/","title":{"rendered":"When Is It OK To Let a Customer Go?"},"content":{"rendered":"

Here’s a great question from one of our loyal readers:<\/strong>
\nI lost a customer yesterday because I would not put in writing and promise that the vehicle would be completed by Thursday.<\/em>
\nA saying that has always stuck with me in the five years of being in this business is “never over promise and under deliver”.\u00a0 My normal turn around time on a unit is 2-3 days but this is our “busy season”, so now my turn around time is 3-4 days…assuming there are no hold ups.<\/em>
\nThis particular customer expected me to put him in front of the other 5 units that were already on the bench.\u00a0 I literally spent 2 1\/2 hours with this customer b\/w test driving the vehicle and selling the inspection.\u00a0 I had him in my build room and under his car, educating him on what exactly we were going to be doing.\u00a0 I held his hand the entire way through the process.\u00a0 Everything was good until he wanted me to “promise” that his car would be done by Thursday.\u00a0 I even arranged a car at Hertz for him at my rate.<\/em>
\nI explained to him that there are variables that are out of my control, and his control (parts deliveries, etc) that keep me from 100% promising that a car will be done by a certain day.\u00a0 I told him I did not want to make a liar out of myself. I’ve been reflecting on the deal all day yesterday and last night.\u00a0 I truly feel, I did everything throughout the process to make the sale.\u00a0 The only thing I didn’t do was let a guy push me around my shop, and tell ME when his car would be done.\u00a0 I felt like I had to draw a line in the sand- and he crossed it.\u00a0 So I let him go.\u00a0 I had the job in my hands if I would’ve committed to a delivery day.<\/em>
\nWhen is it ok to let a customer go?\u00a0 I had a gut feeling by the end of the discussion with this guy that he lacked logic and didn’t understand or appreciate my commitment to repair his car as quickly as possible while not sacrificing quality.\u00a0 I did not and will not tell a customer what he wants to hear just to retain him.<\/em>
\nI don’t have that luxury with how busy we are.\u00a0 Perhaps it’s pride, but I don’t do well with a customer giving me a hard time for 2 1\/2 hours and walking out based on a time line.\u00a0 I fielded every objection perfectly for this guy, and it still wasn’t good enough.\u00a0 I felt better letting him go, than have him ringing my phone every hour for the next 3 days.\u00a0 I could just tell he was going to be a nightmare.<\/em>
\nSo I ask, When is it ok to let a customer go?
\n<\/em>
\nQuite simply, I’d answer that question with this video<\/a>, or keep reading!:<\/p>\n

Never!<\/h2>\n

I don’t think it’s ever OK to turn down cash-in-hand, no matter how aggravating the customer might be. That being said, there are some circumstances where it does not make sense to do business with a customer and I’ll explain those first, then I\u2019ll give you a few ways that you might have saved this deal without sacrificing your principles – which, in this case, were dead on right.
\nYou should “let a customer go” when:
\na. You no longer feel in your heart that you can help the customer.<\/strong>
\nb. You no longer feel that you offer any value to the customer.<\/strong>
\nc. The customer is a “price-only” customer and will not allow you to operate at a profit over the long-run.<\/strong>
\nd. Your experience with the customer has been that of repeated problems, false allegations, or legal concerns.<\/strong>
\ne. Dealing with the customer would cause you to provide poor service to your other customers.<\/strong>
\nOther than that, if the customer just happens to be a big pain-in-your-butt, you should be both thankful for the business and mindful of the fact that this pain-in-your-butt is helping you to put food on the table.
\nHere are a few ideas that you might try the next time you’re faced with a similar problem:
\n1.\u00a0\u00a0\u00a0Ask the customer<\/strong>, “Why is Thursday delivery important to you?” Get to the heart of the issue quickly so that you can offer an alternative solution that will still allow the customer to accomplish his goals.
\n2. Try<\/strong>, “I can’t promise I can have the car to you on Thursday, but I can promise that I will do everything I can to ensure your car is done as quickly as possible. Somebody else might be able to fix it faster, but nobody will fix it better. What’s more important to you, Mr. Customer, having your car back on Thursday, or getting it fixed right the first time? Isn’t it worth waiting a few extra days to have a few more years of peace of mind?”
\n3. I know this might be a shock, but some customers just like to give people a hard time.<\/strong> If they can’t negotiate the price, they try to negotiate the terms so that they feel that they have some sense of control over the deal. Some people just aren’t happy unless they feel that they took advantage of the other guy. You might try letting your customer “win” a little so that you can win big. For instance, rather than arranging for a discount on a Hertz car, you might even offer to pay for that car beginning Thursday. If it takes you five days, you’re out three days of car rental (probably not much more than $100). Yes, it means you might have to swallow a bit of your pride. You were in the right. But I’d rather be $2,500 richer (ok, $2,400 accounting for the rental car) than right in this case.
\n4. The best way to overcome a challenge like this in the future is to have a series of video testimonials at your disposal proving why it’s in your customer’s best interest to wait a few extra days.<\/strong> Get your customers on camera saying, “I was a little hesitant to have my transmission replaced here because they were so busy and backed up. But it was worth the wait! These guys are amazing – my car was fixed right, my transmission shifts like new, everyone treated me well, and they even washed my car! I guess when you’re this good, that’s probably why you’re so busy in the first place. I waited, and so should you!”
\n5. Give the customer something extra.<\/strong> You might try throwing in a free oil change or two for the perceived \u201cinconvenience\u201d of waiting a few days. Say, I normally could make this happen for you, Mr. Customer, so I\u2019d like to give you a little something extra for your patience. Here\u2019s a certificate for a free oil change (or two, or three) the next time you need one. This gives you the double benefit of both appeasing the customer and of ensuring that you will see the car again. After all, one of these days your customer may need a brake job!
\nSo that\u2019s what I would do. I may not have covered every possibility, though.<\/p>\n

So what would you do?<\/h2>\n","protected":false},"excerpt":{"rendered":"

Here’s a great question from one of our loyal readers: I lost a customer yesterday because I would not put in writing and promise that the vehicle would be completed by Thursday. A saying that has always stuck with me in the five years of being in this business is “never over promise and under […]<\/p>\n","protected":false},"author":9,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_mi_skip_tracking":false},"categories":[4],"tags":[],"acf":[],"yoast_head":"\nWhen Is It OK To Let a Customer Go? - REMANU<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/etereman.com\/remanu\/2011\/05\/13\/when-is-it-ok-to-let-a-customer-go\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"When Is It OK To Let a Customer Go? - REMANU\" \/>\n<meta property=\"og:description\" content=\"Here’s a great question from one of our loyal readers: I lost a customer yesterday because I would not put in writing and promise that the vehicle would be completed by Thursday. 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