Dealing with a Contrary Customer

Although we all wish that we had great relations with all our customers, the reality is that no matter how hard we try there will always be situations when the chemistry between ourselves and a key point of contact is negative and detrimental.  Sometimes it is simply personality clashes or bad “vibes” between two honorable, honest persons who cannot agree on even basic points.  It can also be possible that the point of contact has their own agenda which may never be fully understood.  Their actions contradict common sense and their words are accusatory and threatening.  I can remember several situations over the years when the contrary customer wanted to bring in “their vendor” but had to discredit the incumbent BSC first.  They knew that alleging poor performance over time can erode a sterling reputation and undermine the incumbent BSC’s ability to keep, much less grow the business.  They can conduct poorly timed inspections and never seem to be satisfied with the BSC’s performance.

The challenge for the BSC is that the contrary customer can choose to “interpret” the specifications and other requirements to a rigid black and white standard that is  next to impossible to fulfill.  Over time the contrary customer can document alleged repeated failures and shortcomings that can be used against keeping the incumbent BSC or renewing the contract.  Poor relations can result in a win/lose mentality that hurts future business. 

One key point is for the BSC to keep clear documentation supporting their version of what actually happened.  Remember that over time any allegation that goes unchallenged tends to become accepted as fact regardless of its validity.  Be alert and vigilant in protecting you reputation and your business.

Mickey Crowe has been involved in the industry for over 35 years. He is a trainer, speaker and consultant. You can reach Mickey at 678.314.2171 or CTCG50@comcast.net.