Thoughtful Thursdays – Are you bullied by your customers?
It can sneak up very quietly, perhaps over a period of time. The signs are there, but often so subtle they go unnoticed until it is too late.
Today’s thought is about customers who bully and take advantage of their suppliers.
I suspect it occurs more often than one might think. I believe it happens because the supplier allows it in the name of serving the customer better. The truth of the matter may really be the fear of losing a customer. A fear that can be so strong that the sales person will do almost anything to keep it from happening.
Examples of bully behaviour
- Increasing disregard for terms of payment
- Every project suffers from scope creep
- Consistently overestimates requirements with promises of more business
- They continue to do business with you
What might this behaviour indicate at the customer
- They sense a degree of desperation for their business
- A difference in perceived and real value of the product/service
- Financial issues
- They are not aware of how your company does business
What can be done?
- Don’t panic, analyze the situation with the information you have and determine what additional information is required
- Design the format and approach for the conversation you will have with the customer to obtain that information
- Do your homework and prepare for the meeting
- Schedule a meeting with the stakeholders, do not go over anyone’s head
- Be sensitive to different personalities you are working with
- Keep an open mind and stick to the plan
- Keep detailed notes during the meeting and be sure everyone in the meeting receives a copy
- Agree on action items and timing for the next meeting and confirm in writing
You must establish the line you will not cross and be prepared to walk away if need be. Sometimes it just doesn’t work out.
They fact that they continue to buy from you is positive. Remember that there is a cost associated with changing suppliers.
In my experience, these situations are for the most part preventable. Don’t stop building the relationships at all levels once you have the business. Nurturing the relationship is equally as important as delivering the product or service.
Good selling,
Richard
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