"Just give me what I want or I'm going elsewhere!"
You've probably heard this before from your customers. And the temptation is to give in.
In his book called "Book Yourself Solid", Michael Port mentiones the red velvet rope policy. The best and most exclusive nightclubs have a red velvet rope where they a) direct customers to a line and then b) decide who enters and who doesn't.
Michael says we should do the same with customers. And we should. This does not just apply to new customers, but also booting out old ones.
In my Mystery Shopping business we have pressures from customers who want to jam in as many evaluation questions as possible. A recent customer expected the Mystery Shoppers to remember over 20 pages of questions, plus over 20 pages of instructions, and digest a powerpoint presentation.
It leads to shoppers guessing results and getting it wrong. It's not possible to remember all that. Bad data in .... bad data out. Client fired! It would only lead to stress on our staff, enquiries, and ultimately a poor reputation.
I spend my life talking about improving service, and empathy, but it's not an open invitation to be abused,
Who would you love to fire today if you could?