You never want the customer to hate you.
But when it happens, what do you do?
First option is to drop the customer. It may have appeal. You can’t change their opinions of you. Work to accounts that you have a better chance to influence more positively.
The second option is about trying to get the customer to see the light. However this “educating” often creates more heat than light. The customer knows that they are right, even when they are wrong.
The third option of empathy can be hard. It requires humility to understand the customers perspective. It’s especially hard when you think they are wrong.
Not to long ago, I worked for an ICT services company, I supplied consulting services for a large account worth about $4M per year.
Then something bad happened.
Our most senior technical consultant was unprofessional towards an executive at our customer’s company.
The executive was not happy.
Because our “guy” was led a small team and was creating had been promoted to team leader within our small team because of earlier contributions.
Unfortunately we could not remove him mid-project. So we tried to work with all parties to smooth things out until the end of the project.
Nothing worked. There was anger and frustration on all sides - especially our customer.
The only thing we could do was stay as close as possible to the customer. To listen to their frustration and be empathetic to their situation.
I remember one morning getting “drilled” by the executive about how bad we were. That this was damaging our corporate brand. He was right. I could not disagree in any way. My first instinct was to not like the guy. But as I listened to the executive I gained a much clearer view of his situation. Even though he was angry at us in the cafe, I felt sorry for him.
When our guy left, things started to get better. The customer was happy and projects continued on.
Remember the customer is always right. Even when you think they are wrong.
Your job is to serve them and build empathy for their situation.
