We are here for you
01/01/10 10:08 AM
A situation came up just recently that really made me think. Now I am not sure if I want to laugh or I want to cry, but it sure does make me wonder about people sometimes.
This is a story about a longtime "customer" of Restylers' Choice. This customer doesn't buy much from us anymore. In fact, I know he buys most of his products from a competitor. We have always been there for him and helped his business out in numerous ways. I feel very confident in saying that if I hadn't gone the extra mile for him 10 years ago, he probably would have been out of business. But in the world of business these things seem to be forgotten as quickly as the next guy can drop his price.
Sure we have talked about these things, and I never seem to get a straight answer. Suddenly, out of the blue, he starts ordering product form RC again. Now, there are two trains of thought here: A, he saw the light and really appreciates everything we have done, or B, his account is cut off at the other supplier, and we are his trusty standby. My years of experience leads me to the conclude the latter.
So, what do I do. Do I let this customer run up a bill with me, knowing that I will be dropped like a hot potato when he clears up his issues with the other supplier? Do I not sell to him, knowing that I am putting my money at risk? Do we sell to him, but keep it on a "short leash" so that my exposure is limited?
Needless to say, we chose the third choice. We are supplying him product, keeping it tight on his credit limit, and we will see where it goes. What bothers me most about this whole issue is the fact that I feel used. Should I feel this way, or should I just be happy to get some business? I just wonder what we did to lose the business in the first place. We have worked hard to make him happy, listened to his concerns but the business never comes back. Until there is no other option. Now I am the jerk for keeping the leash short, so I don't get burned.
I have talked about loyalty before in my RRR, and I can tell you, that if you want someone to be there for you, for someone to back you up, to help you make money; then you need to back them up. That means the first time a cheaper price comes along, or an issue arises, you don't cut bait and bail. You work on the issues, you stay upfront and honest and you try to resolve for everyones benefit, not just yours.
We are here for you - and if you have been in tight spot in the past, I am certain you know that. The big question I ask is: do your business practices reward those who support you, or do you make decisions based solely on price? We all know you get what you pay for. Or is it better to say; you reap what you sow?
Doug Jacobs
This is a story about a longtime "customer" of Restylers' Choice. This customer doesn't buy much from us anymore. In fact, I know he buys most of his products from a competitor. We have always been there for him and helped his business out in numerous ways. I feel very confident in saying that if I hadn't gone the extra mile for him 10 years ago, he probably would have been out of business. But in the world of business these things seem to be forgotten as quickly as the next guy can drop his price.
Sure we have talked about these things, and I never seem to get a straight answer. Suddenly, out of the blue, he starts ordering product form RC again. Now, there are two trains of thought here: A, he saw the light and really appreciates everything we have done, or B, his account is cut off at the other supplier, and we are his trusty standby. My years of experience leads me to the conclude the latter.
So, what do I do. Do I let this customer run up a bill with me, knowing that I will be dropped like a hot potato when he clears up his issues with the other supplier? Do I not sell to him, knowing that I am putting my money at risk? Do we sell to him, but keep it on a "short leash" so that my exposure is limited?
Needless to say, we chose the third choice. We are supplying him product, keeping it tight on his credit limit, and we will see where it goes. What bothers me most about this whole issue is the fact that I feel used. Should I feel this way, or should I just be happy to get some business? I just wonder what we did to lose the business in the first place. We have worked hard to make him happy, listened to his concerns but the business never comes back. Until there is no other option. Now I am the jerk for keeping the leash short, so I don't get burned.
I have talked about loyalty before in my RRR, and I can tell you, that if you want someone to be there for you, for someone to back you up, to help you make money; then you need to back them up. That means the first time a cheaper price comes along, or an issue arises, you don't cut bait and bail. You work on the issues, you stay upfront and honest and you try to resolve for everyones benefit, not just yours.
We are here for you - and if you have been in tight spot in the past, I am certain you know that. The big question I ask is: do your business practices reward those who support you, or do you make decisions based solely on price? We all know you get what you pay for. Or is it better to say; you reap what you sow?
Doug Jacobs