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Treat your customers with respect. « Free Tips DOT COZA

Treat your customers with respect.


Posted on 30th March 2009 by Tony in Business Advice

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I just got another call from CellC. I get one at least once a week and they seem to insist on selling me some cheap contract that I have no interest in. It’s not only annoying … it’s downright insulting!

For starters, I use an Apple iPhone. I have no interest in claiming my amazing free entry-level Nokia. I have a business contract at Vodacom. I therefore have no interest in your CasualChat topup package. None at all. Seriously now.

And for the umpteenth time, please remove me from your database!

So here’s what I am thinking:

For heaven’s sake, don’t assume what your client needs. You’ll make an idiot of yourself. In my company we do a complete needs analysis first. I’ve even turned away customers because they really don’t need my services. I’m not so arrogant to think everyone needs me. CellC didn’t do their homework, and that’s what annoyed me. The lady could have asked me:

  1. What phone am I currently using?
  2. What contract am I currently on?
  3. Am I interested in saving some money?

She could then explain why moving to CellC would be beneficial to my bank balance and also pitch the contract that makes the most sense to me. Come on now! I spent $1000 importing an Apple iPhone 1.1.2 in 2007, spent a further coupla-rands to hack it. A cheap R199 Nokia does not appeal to me!

Respect your client’s wishes. If they don’t want your services, be nice about it. Don’t nag them to death or cry because they’re stealing the food from your children. Thank them kindly, and ask them for the name of 4 or 5 people they think would want your services. This way you keep the person happy AND get a few leads out of it. The CellC-lady became half-aggrevated with me – as if I owe her a special favour. And I know why she was annoyed. Today is 30 March – she’s probably short on her sales target.

And finally, your clients probably don’t have the IQ of a baboon. Don’t tell me that I was specially selected by the Management of CellC for this promotional offer. I’m not an idiot. I know you bought the database from somewhere (probably Nedbank). Be honest about it – especially if I ask where you got my details from!

So, in summary … be nice to your clients and future clients. 🙂

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