Win The Battle But Lose the War?

Got a customer who is driving you nuts? It pays to stop a moment and consider alternatives before you tell them to get lost. Often what feels best at the moment is not the best for business in the long run.

Consider Macy's, a local grocery chain, who took a strong law-and-order approach to store policies. They harshly prosecuted even young children who ran afoul of regulations. It felt good at the time, but lots of angry customers started staying away.

You've probably experienced an irrate customer who came to your store or web site with a skewed point of view, causing them to misinterpret everything you said and wrote. Your best intentions can be turned up-side-down. It's tempting to lash back at them tit for tat.

Unfortunately, bad news travels fast. Angry customers tell lots of friends and their unflattering view of your business can get around. You can stop bad word-of-mouth by dishing out kindness and understanding (even if you have to force the sentiment just a bit). Look for ways to make your policies and marketing materials easier to understand even for the person who is looking at you form the worst possible point of view.

Kevin Nunley provides marketing and copy writing. Read all his free tips at http://DrNunley.com Reach Kevin at kevin@drnunley.com or 603-249-9519.

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