10/11/2022
So your client or customer has just made a request for something you are not obligated to provide (for whatever reason). Or they are trying to rush you because they messed up their project plan. What do you do?
Do you just suck it up and do what they want to keep them happy? After all, they are paying the bill. And if they are happy, they may come back or tell their friends about you and your business.
Here's an article with five reasons the customer IS always right.
https://buff.ly/3NPDQhp
Or do you push back and, depending on what the request is, tell them they will have to pay more or that you just can't do it? After all, if you give an inch, they might take a mile. Or they may start asking for more "favors".
Here's an article with five reasons why the customer IS NOT always right.
https://buff.ly/3Uiw3v6
I guess that most people would say "It depends."
If it's a small ask and the customer is friendly and/or loyal, most people would most probably say ,"Sure, why not?"
But, if the client is arrogant or demanding or they feel the client is trying to manipulate them, then perhaps not.
Ron Kaufman maintains (in this article https://buff.ly/3UnbLAz) that we should try to find a compromise that's win-win for both parties. A good approach, but not practical in many situations.
What do you think? How do you deal with those extra little requests?
Comment below.