My mother was an intense business owner — I learned from the best. I remember a rude customer that walked through her store, belittling all of her staff and fellow customers in front of her. When the customer finally came around to her she abruptly put him in his place — publicly and abrasively. She was a bit ruthless and I’m kind of scared for any customer who crossed my mother’s path. “It is your responsibility to teach people how to treat you”, she used to tell me. She taught a lot of people how to treat her and ya know what? People didn’t really mess with her.
True dat.
Here is the thing — We are not victims of our customers. We can choose who to work with in our businesses and if there is somebody that is causing more of a headache than they are worth, we simply can say “No thank you”. If they are real assholes it may be worth it to say “Go Fuck Yourself” (GFY).
But what if they badmouth your company? They will. What if they write a one-star online review? They will. That is the asshole way and you already determined they are kind of an asshole. Don’t be surprised when they act like one.
But guess what? You get to respond to bad reviews as a business owner — and respond, I will, my friends. Oh don’t worry, I will say ALL THE THINGS. Public shaming? Yes, please. We live in a digital age and public accountability is the name of the game. I agree 100% with free speech — customers should be able to tell others their experience. Business owners should be able to also rate the customer — responding to their review is the best way to do this.
What happens when you take the “customer is always right” approach? You bend over backwards and lie on the floor while a mean customer threatens to write a negative review unless you send them a gift card or refund their contract. I don’t think so.
Homey don’t play that.
Why? You are teaching them that it is ok to act like that in a professional setting — it’s not. You are teaching them that they can bully other companies into giving in. I don’t like bullies — let’s not create them by appeasing them.
Remember this, business owner: We have all been desensitized to online slander at this point. We as customers know to screen the crazy one star biased reviews just as we screen too many 5 star reviews when looking at a business. Have I ever avoided a restaurant after reading someone’s one star review? Absolutely not. Have I ever read a series of 5 star reviews and think that business is perfect? Of course not, I have better judgment than that. I assume 90% of others have equally good judgment. The remaining 10% are people you probably don’t want visiting your business anyhow.
Need more reasons to justify your efforts to eradicate the customer bully? Your team will appreciate that you stuck up for them — I care more about backing up a star employee who is being badmouthed than I do accommodating a loose cannon client. You will also set a precedent for future business transactions. Would you rather be a liked or a respected business leader? Respected, of course. I choose respect and trust every time. Bad customers may not like me but here is the secret…..drumroll please…..I don’t really like them either.
The best possible outcome? The customer stops writing mean reviews because all business owners remind them (and the online world) of their bad bully behavior. If they are held accountable from multiple perspectives they might realize that it isn’t the business….it is them.
What do I appreciate when I read reviews? I appreciate when the business owner fires back — when they tell the rude and crazy customer “No Thank You”… Wait for it… #GFY.
Your readers appreciate the entertainment value as well (and your fellow business owners are secretly cheering in your support as they gather enough courage to do the same).
See more at: https://medium.com/@carmensample