The Only Two Rules You Will Ever Need For A Successful Business:

#1: The Customer Is Always Right.

#2: In The Case Of Confusion, Refer to Rule #1.

 

Well said....but there are times where the customer is just unreasonable and you simply have to make the executive decision of not doing business with them. I've actually had to "fire" a few clients in the past, I think 2 or 3 in 13 years of business, because their demands and "expectations" were out of line. Whenever someone disrespects me in any way shape or form, I simply refuse their business. I respect each client's time and business and it doesn't matter who they are or how much they make. I've had clients expecting special treatment because of how "important" they are. Anyway, we've all had to deal with people like that and you sometimes have to make a decision you don't want to because you want 100% Customer Satisfaction. But there is a line and once either party crosses that line, future respect and trust has been breached.

But, the beauty of forums like this is that praise and negative feedback are mutually given. It's how you handle the client's dissatisfaction when he/she isn't happy. This separates a good company from a world-class company. I strive to keep each of my clients happy and coming back again and again. Hence why I took full responsibility for the client that posted here earlier. He was generous enough to give me his business and was more than patient with me. He has a detailer and advisor, me, and he should not need to go around getting advice from others that didn't sell him the products. This is my job and I dropped the ball. But I respected his time and when he voiced his dissatisfaction, I was quick to respond. Things like this don't happen too often, but when they do, it's comforting to know that I cared enough about his business to apologize and remedy the situation. And guess what, he emailed back, wasn't upset, and thanked me. Simple...

 

I think the most impressive thing is that Moe didn't even bring up the fact that he is about the get MARRIED as an excuse. He could have easily - and quite reasonably - used such a huge life event as the reason why he took a while to answer a customer's question. But he took full responsibility and rectified the problem without making excuses.

I can't imagine what a busy and stressful time this must be for you Moe. I sincerely hope that everything goes well. Then you can come back and do a paint correction on my 997TT! I had the old flood lights out tonight cleaning her up for a car run tomorrow morning and saw the imperfections that hide in dimmer light. So hurry up and get hitched!

Bravo Moe!

 

Thanks B..one of my clients was on a conference call and said it best to his staff "just handle your business". No one wants excuses, people want results.