We have always been taught to put the customer first and even operate within the saying –”the customer is always right.” If you have been in business long enough, you realize that this may not be true for every customer that you have had to deal with. The truth is that some customers may not be a “good fit” for you.
When a customer contacts you for a product or a service, it is important for you to listen to their needs and offer them some guidance or a solution to their needs. It is within this initial contact that you must take the time to evaluate immediately if this customer is the right fit for what your company offers – both in product or service and in the expectations of the individual.
Treat this initial conversation like a job interview, and be aware of “red flags” that may trigger that a customer may not be the best for your team. Here are three of the most common behaviors that signal it may be time to say no, and move on.
Freeloader. If you find that the customer is only interested in the price and getting the best deal, beware. The “freeloader” is someone who may not understand or respect what you have to offer in expertise, skills, and value of a business.
Negative Talker. Partnering in business with a person who has nothing positive to say about anything or anyone is a big risk. Negative talk signals a customer that may be impossible to please. Graciously side-step the opportunity and wish them the best.
Ineffective Communicator. If you feel like communication is difficult or awkward, step back and consider your own contribution to the exchange. Could you be a better listener or more clear with your explanations? Once you have done this, you may find that it is best to forfeit the business and be on your way..
Sometimes the thought of turning a customer away seems like self-sabotage, but you must keep in mind that in the long run, a troublesome customer can drain your resources and tarnish your reputation.
