Are some of your customers a "gimme pig"? when is the customer wrong?
http://www.mint.com/blog/how-to/demandi ... -03242011/
From this list, 1 and 5 is so very true and is my definition of a gimme pig.
1. You think complaining is a good way to get free stuff
A few of our clients think that they need to complain to get the company to give them a break in prices/services. It is totally not true. Do you complain/threaten your family or friends to get something out of them? of course not. Common courtesy goes a LONG way in our company and we bend over backwards for our clients that treat us like friends.
5. You really believe the customer is “always” right
This is not true: customers are not always right and learning when to say so is critical in protecting your business and your reputation. Many small businesses can't say "no" because of fear of losing precious revenue. You can't satisfy everyone and nor should you try. Take a look at this link:
http://www.mint.com/blog/trends/custome ... -03172011/
number 1 could not be stressed enough. When your client makes an assumption without consulting with the company and that assumption is incorrect, they are wrong and you shouldn't feel like you owe the customer anything. Of course, reasonable assumptions (such as gas in a newly bought car) are not really assumptions that I'm talking about. The ones that I'm talking about are more like cruise control or bluetooth in a car.
Having said all of this, I am assuming that your business prides itself as being honest and fair to your clients. You need to look introspectively before you are in a position to defend your business practices. In the end, the big takeaway is that you cannot satisfy EVERY customer nor is the customer always right. Find those who value your product/service and concentrate on servicing them. You'll find that 20% of your customers (ie, the good ones) will provide you with 80% of your profit. Eliminate the 20% that create the 80% of your problems.