Stupid Tax

#17 - The Customer Is NOT Always Right

Jan 1, 2024

The podcast discusses the evolving customer experience in the 21st century shaped by online shopping giants like Amazon. Small businesses face challenges in meeting customer expectations due to lack of scale and personal touch. The hosts share their experiences dealing with difficult customers and emphasize the importance of setting boundaries and maintaining integrity in business dealings.

01:20:27

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Quick takeaways

Filtering clients based on compatibility can save time and conflicts.

Rendering excellent service before sales build trust and set expectations.

Recognizing and addressing unreasonable client behavior early preserves business integrity.

Deep dives

Importance of Filtering Clients

Filtering clients from the initial contact is crucial to avoid working with difficult customers. First impressions and early interactions can indicate if a potential client is a good fit for your business. Setting boundaries and qualifications early on can help in selecting clients who align with your services and values. By being selective and filtering clients based on compatibility, you can save time, minimize conflicts, and prioritize working with customers who appreciate your offerings.

Introduction

3min

The Influence of Papio Daniel and Bob Wills

4min

Curating an Informative Diet and Prioritizing Quality Content

3min

Navigating Customer Service Challenges

25min

Navigating Client Relationships for Business Success

20min

Evolution of Online Service to In-Person Approach

7min

Navigating Program Transition Challenges

7min

Navigating Business Challenges and Customer Relationships

12min

Somewhere in the early part of the 20th century, retailer Marshall Field famously declared "the customer is always right," underlining his emphasis on customer satisfaction as an important part of the retail experience. It's a catchy saying, and variations of it have appeared throughout the retail and customer service industries. However, as Scott points out, the 21st century customer experience has been shaped by online shopping and services. Behemoths like Amazon deliver a faceless service with a priority on rock bottom prices, free shipping, and no hassle returns. Customer expectations have changed accordingly.

This puts the small business in a precarious position when it comes to customer satisfaction. Small businesses do not have the margins or scale to compete on price and volume like Amazon, and they usually can't offer instaneous service either. The small business customer experience typically thrives on personal connection, good communication, and direct access to the owner or product designer/experts -- the things you can't get from very large companies. Consequently, small businesses need to be picky about the customers they deal with. Demanding customers with expectations well out of line with what your business can offer (or should offer) can cost you a lot of hassle, grief, and ultimately, profit if you don't identify them and create a plan for steering them away early. Mitchell and Scott talk about their own experiences dealing with problem customers and how they have defined their ideal "customer avatar" in the process.

Ask Mitchell and Scott a question!

Email: show@stupidtaxpod.com

Mitchell Baldridge

Twitter: @baldridgecpa

https://baldridgecpa.ck.page

https://baldridgefinancial.com

Scott Hambrick

Twitter: @hambrickscott

IG: @ogscotthambrick

https://onlinegreatbooks.com

https://scotthambrick.com