One of the most challenging things you may face with your customers or buyers, is when they push back and say they want to pay a different price, or have different delivery terms, or change what you were hoping to receive. In a business-to-business or account-based-selling environment, this can be a frequent occurrence, so it's useful to learn how to deal with it.
The difficulty, or risk, is that if you counter with another option, they may walk away. You might damage the relationship. So the first thing to consider, is the lifetime value of that customer. Are they likely to purchase again and again over time? If so, you need figure out how to be more accommodating, without "giving away the store". How can you do that?
If you're familiar with "how-might-we" thinking, you'll know that it is most often used in idea generation. But at its heart, the ideas you are trying to generate are solutions to problems. That means when you encounter other types of problems, you can use the same approach to excellent effect. Instead of thinking, "that customer is so demanding!", consider thinking, what can I offer them so they get some of what they want, and I get some of what I want?
Over time, if you exercise the how-might-we muscle to deal with challenging customer requests, you'll find it becomes easier, and you get better at preserving customer relationships while still feeling like there was plenty of pie for everyone (and there is). What can this help you tackle today?
I'm Megann Willson and I'm Partners with Steve Willson here at PANOPTIKA. We help our clients see everything they need to know (and realize what they don't need to know) to make #betterdecisions. You can find us here on our blog, and also on Twitter, Facebook, and LinkedIn. Or you can sign up for weekly updates delivered direct to your inbox, by clicking the orange button below.
Every day, we hear companies saying they love their customers. And how do they show it? They push them tons and tons of irrelevant content. They flood their inboxes. They try to sell them things they don't want or need. And here's what many of them don't do:
Try to find out what will really make them happy.
If you've been fortunate enough to be in a long-lasting relationship (like we have), you'll know that you're always looking for ways to delight the other person. To show them that you want to help them get what they want and need to feel like they are their best. Saying sorry when you're wrong. Asking their closest friends if there's something they've been dreaming of that they haven't told you. Not taking, taking, taking.
So today, on Valentine's Day, and every day, if you really love your customer:
To you: thanks for reading. We appreciate it. And thank you to all of you who refer others, endorse us on social media, and engage in conversations about how to find, understand, and engage customers.
I'm Megann Willson, and I'm one of the Partners here at PANOPTIKA. (The other is Steve Willson - Happy Valentine's Day!) You can find us on Twitter, Facebook, or LinkedIn, or through our weekly email news.
Megann and Steve, Partners in PANOPTIKA, are working for our clients every day to help them see everything they need to know to make better decisions in their complex business environment.
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