• Skip to primary navigation
  • Skip to content
  • Skip to primary sidebar
  • Skip to footer

Ashley Uhl Consulting

Client Experience Consulting for Interior Designers

  • HOME
  • SERVICES
    • Have Every Client Love You
    • Designing the Design Process Course
    • The Art of Pampering Course
    • One on One Consulting
  • CONTACT
  • logologo
  • ABOUT
    • TESTIMONIALS
    • ABOUT ASHLEY UHL
  • FEATURED ON
  • BLOG
Customer Experience, Customer Loyalty, Customer Satisfaction

When to Tell Clients to Take Their Business Elsewhere

November 2, 2018 By Ashley No Comments

Aaron recently reminded me of a great client service strategy, telling clients to take their business elsewhere. I know it sounds odd, but hear me out. A few days ago our car keys needed new batteries. So Aaron called the dealership to ask when we could bring our keys in to get the batteries replaced. The car dealership’s response? While we are of course happy to do that for you, it would probably be faster and definitely cheaper for you if you just get them at Target. They’re only $3 for 2 there. And $10 each here.

Say what? You’re actually recommending that I go somewhere else to buy something? Which only benefits me, the customer. And costs you, the dealership? Yep. And Aaron’s response? He actually texted me to tell me how much he loved and trusted the dealership because of what they said. 

A Client Service Lesson from Santa

If you’ve ever seen the original Miracle on 34th Street, you’ve seen the Macy’s Santa doing the same thing. When a child asked for the crazy popular toy of that year, and Santa promised it to him, his mother become furious. Don’t you know that toy is out everywhere? Macy’s doesn’t sell it. No one does. Santa’s response? Well, you can get it down the street at x store. And it’s only $4. And with every newly approaching parent and child, Santa did the same thing. I’ll tell you where to get the toy your child wants, no matter where it’s sold. 

The reaction? Parents became fanatically devoted to that Santa, and Macy’s. Because customers appreciate when a business is honestly looking out for the customer’s best interest first. And the benefit for the store? It’s actually profitable long term. As Mr. Macy says when he decides to officially adopt the policy to tell parents where to find a toy no matter where it’s sold, “This way we’ll be known as the store with a heart. The store that puts public service above profits. And consequently of course we’ll make more profits.” 

Kindness is a Great Business Strategy

Although I definitely don’t recommend being kind to your clients and putting their best interest first just because it’s profitable. It is in fact, profitable. Why? Because we trust people who honestly look out for us. We remain loyal to them. We look for ways to spend time with them, rather than looking for ways to get out of being with them. And because, it’s rare. Most businesses are only looking out for themselves and their bottom line. So the business willing to forfeit profit to ensure that the client wins, also wins in the end.

So when you have someone approach you for a service or design style that you don’t offer, let them know what designer does offer that service or style. They’ll remember you and recommend you to other people who do need your service or style. When you have an opportunity to profit more by selling a client one high price fabric that you know is of the same quality than a more reasonably priced fabric, recommend the reasonably priced fabric. Let them know that it’s not worth it to pay the extra cost. And that extra money can be better spent elsewhere in the project, or saved.

Or if you have a prospect that says they want a full service design, but once you learn about the project you realize they really only need your “Designer in a Day” package, let them know. There will certainly be shock and awe in the fact that you were incredibly honest and willing to forfeit a lot of profit for their benefit. But may still decide they’d like to go ahead with the full service design, and may even begin to think about how else they can work with you in the future. Finding a business that’s that client focused is just not something that people walk away from. It’s something they run towards.

Their Benefit is Also Your Benefit

So I say, put your client’s needs first. And your business needs second. It may be a bit contrary to what sounds like good business sense. Or contrary to what a lot of business experts may tell you. But, I wholeheartedly believe it.

Train yourself, and your employees, to really do what’s in the client’s best interest, every single time. No matter if you lose business or profit as a result. Because when you’re willing to send clients elsewhere for their benefit or forfeit a potential sale, it shows a great deal of confidence and trustworthiness that people will not be quick to forget. So let your business be honest to a fault. Except thankfully, it won’t be a fault. It will be a huge benefit. To everyone.

If you’d like even more ideas on how to provide the kind of client service that gets you higher fees and profits, visit the Services page to find out more! 

YOU MAY ALSO LIKE

  • 10 Principles of an Impeccable Client Experience, Part I10 Principles of an Impeccable Client Experience, Part I
  • How to Keep a Customer for LifeHow to Keep a Customer for Life
  • 10 Principles of an Impeccable Client Experience, Part II10 Principles of an Impeccable Client Experience, Part II
  • Why You Need to Respond to Every Client EmailWhy You Need to Respond to Every Client Email

Share this:

  • Click to share on Twitter (Opens in new window)
  • Click to share on Facebook (Opens in new window)

Filed Under: Customer Experience, Customer Loyalty, Customer Satisfaction Tagged With: business ethics, client experience, customer experience management, customer happiness, customer loyalty, customer satisfaction, honesty, put client needs first

Previous Post: « How a Checklist Can Save Your Life (And Maybe Has)
Next Post: Can Your Business Handle an Emergency? »

Reader Interactions

Leave a Reply Cancel reply

Your email address will not be published. Required fields are marked *

Primary Sidebar

YOUR ULTIMATE, EASY GUIDE TO HAVING EVERY CLIENT LOVE YOU

YOUR ULTIMATE, EASY GUIDE TO HAVING EVERY CLIENT LOVE YOU

FIND OUT HOW TO “CONFIDENTLY COMMUNICATE YOUR VALUE”

FIND OUT HOW TO “CONFIDENTLY COMMUNICATE YOUR VALUE”
GET YOUR FREE COURSE NOW!
  • Email
  • Facebook
  • Instagram

Latest Posts

A Time for Mourning

Christmas Baking & Break

Is It Time to Change How You Charge?

Successfully Handling Goals in 2020

What to Give Clients This Year

Happy Thanksgiving to You & Yours!

Subscribe

Archives

Categories

Footer

text spacer
  • Email
  • Facebook
  • Instagram

Copyright © 2021 · Ashley Uhl Consulting· Site Design by Little Blue Deer