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What would you do to keep your customer?

Discussion in 'BlackHat Lounge' started by funkybunker, Dec 21, 2016.

  1. funkybunker

    funkybunker Supreme Member

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    If you cannot answer me, continue reading.

    While it's entirely up to you to decide what makes a shitty customer..

    "Every customer of yours has a value."

    Your job is to learn this value.
    Why is this so important? Because you can easily determine how much you're willing to spend to acquire a new customer. And just as important, forces you to realize how much it costs to lose a customer you already have.

    It's easy to learn so I'll show you.

    For example; if a small company ships 30 packages per week (at $25 each) using FedEx, that's $750 a week, or $36,000 a year. If a customer gets angry over their $25 shipment and switches to a competitor, FedEx loses tens of thousands of dollars. Suddenly a $25.. even $100 refund is a small price to pay to keep $36,000 rolling in.

    Do you think of customers as expendable? Would you fight your customer over a disagreement if it meant losing $30,000?

    This is why I'm known for outrageous referral fees. When a customer earns me $2,000 a month ($24,000 a year), paying my referral $1,000 is nothing. Business is about taking care of people so they take care of you.

    How to Calculate A Customer's Worth
    • If you continue to provide a quality service, how long will the customer support your business?
    • How much will the customer spend in a year (include an increase in sales due to your growth or the customer's)
    • What's your gross margin?
    Use this data to scale your own business, or show your clients just how valuable their buyers are.
    Remember that customer service is a tool to keep your income growing year after year.

    - Funky
     
  2. Skyebug77

    Skyebug77 Jr. VIP Jr. VIP

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    This is a good topic. I am a believer in teaching your client how to be a good client. While its important to offer sound, professional support/engagement, too often customers think just because they gave you a dollar that they have never ending rights over your life. The biggest thing to learn is when and how to tell a customer "no".
     
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  3. CenTex Hosting

    CenTex Hosting Jr. VIP Jr. VIP

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    great info thanks for the share
     
  4. Rosca

    Rosca Junior Member

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    I say up your cleintele. To the point where you're almost full with work.

    Then if your client is bad, then you can move onto a client worth your time.
     
  5. Ste Fishkin

    Ste Fishkin BANNED BANNED Jr. VIP

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    I am @Neon client, he told me he would fight a bear for me.
     
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  6. Neon

    Neon Jr. VIP Jr. VIP

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    sir I kill my dear elephant for you dear.
     
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  7. staypositive

    staypositive Jr. VIP Jr. VIP

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    i think the best is just outsource it and let the professional and quick response ppl to do it
     
  8. Sherbert Hoover

    Sherbert Hoover Jr. Executive VIP Jr. VIP

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    Life is too short to deal with shitty customers. Use the Pareto Principle to find the 80% of customers who bring in 20% of your income. Then drop them and focus on making the 20% of the customers who bring in 80% of the income happy, and enjoy all of your extra time.
     
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  9. mirrorer

    mirrorer Jr. VIP Jr. VIP

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    Best advice so far
     
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  10. Elin Dotsya

    Elin Dotsya Junior Member

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    Not really. Business or not, my mental health comes first. If some customer is wasting my time - I will make it personal, but I'll do it in a way that they won't expect it. I don't think in terms of monetary value. No, actually I kinda do.

    The difference is I won't bother with some cheap schmuck. I value customers who are worth the money. Customer is always right? Only if they pay upfront. Know what I'm saying? ;)
     
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  11. Daim Ali

    Daim Ali Newbie

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    Thanks you .. Actually, I was thinking about the topic to ask in form and answer it .That,s really nice of you .
     
  12. Sherbert Hoover

    Sherbert Hoover Jr. Executive VIP Jr. VIP

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    This.

    Plus, having customers that know YOU are worth the money.

    That's always my biggest issue. My price tag is incredibly high. But I offer an extremely personal service, and I get results no matter what the cost.
     
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  13. Elin Dotsya

    Elin Dotsya Junior Member

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    Good to see that I got something right for a change. ;)

    I actually learned this from a certain member whose name eludes me. Umm, he sells/rents out hotels or something for more than his competition does.
     
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  14. funkybunker

    funkybunker Supreme Member

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    Without question; what makes a "terrible" customer is up to you.
    Just remember to let them go and respond politely to their inevitable bad reviews. A sour customer could scare new customers (more income) away, you don't want a customer from the past to haunt you.

    We didn't become our own bosses to deal with the same abuse we did as employees. Keep that in mind.
     
  15. _Richie_

    _Richie_ Newbie

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    Sometimes you can't afford (financially) to fire the client even if it is better for your health. The biggest thing I have learnt in my last job is to manage the clients expectations. Literally spell out for them what value they are getting by staying with you and trusting you.

    But that doesn't stop idiots being idiots.
     
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  16. Palesantos

    Palesantos Registered Member

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    Sound professional towards your clients but if they just bug u with bullshit, Like OwnagePranks does, it's best to not waste time. There are better customers to take.