Are All Customers Created Equal

  • By creekmoremarketing
  • 29 Jul, 2015

Are all Your Customers Created Equal?

 

“The customer is always right.”
“We have to take care of the customer no matter what.”
“The customer focused business is a successful business.”

 

We’ve all heard or probably said those things.

 

Have you ever had a customer that you were always happy to see and were happy to see you? Your transactions always went well, were profitable and they never complained about price, paid on time or early and generally were a pleasure to work with. You probably found yourself looking for ways to make them even happier, right?  This was why you started this business, right?

 

Then there’s the customer that complains about everything, never happy, never satisfied, complains about the price, demands discounts, pays late, and is overly demanding. Everything is a crisis and is never his fault. Your stomach tightens and you can feel the perspiration on your forehead the moment you see his number on the caller ID. It shouldn’t be this hard. It would be great if you didn’t have to deal with this customer but sales are sales and you just have to put up with it.

 

Wouldn’t it be great if all customers were like our best customer? How great would it be to only have to deal with the great customers? Well, maybe it’s time to fire some of those pain-in-the-neck customers and, believe me, this will be one of the hardest things you’ll ever do. We as business owners only think about that next customer, that next sale. If we take a deeper look, we may see that all customers are not created equally and, more importantly, some customers are not worth having.

 

We’ve all heard of the Pareto Principle, that 80% of our revenue usually comes from 20% of our customers. What if there was a way to use the Pareto Principle to really concentrate on your best customers, meet their needs efficiently and have plenty of time to think of ways to make their experience with you better. What if you could forget about all those other customers that are constantly complaining and demanding this or that taking up far too much of your time. There is – fire those customers!

 

So how do you know which are the best customers to get rid of?

 

Try these steps to identify customers you may want to fire:
1. Copy your customer list down the first column on an Excel spreadsheet.
2. Across the top columns, list all the attributes of a great customer: profit generator, pays on time or early, orders regularly, etc.
3. In each attribute, rate the customer from 1 – 5 with 1 being worst and 5 being best. After the last column sum the row to get that customer’s score. You can then use the sort function to sort your list from best to worst by using the sum column.

 

Now that you’ve objectively identified your problem customers, you have to come up with a plan. Here are some strategies to think about:

 

Fix what you can fix. Review each problem customer and think about all the things that cause you pain. Are there ways that this customer can be saved? What can be done to eliminate the problems? Maybe there are solutions that can be used to save the relationship.

 

Be honest. You don’t want your customer bad mouthing you to other potential customers so you need to be very sensitive as you explain your decision. Tell the customer that you have worked hard to service their needs but feel they would be a better fit elsewhere. Refer them to a competitor and make the introduction for them. Follow up to make sure that the transition went well.

 

Don’t look back. You’ll miss the lost revenue at first but the extra time will allow you to focus on maximizing sales from your remaining customers. The most likely outcome will be a drop in sales but usually your gross profit will hold steady.

 

Look in the mirror. If you seem to continually attract the customer from hell, perhaps the problem is you. Maybe your marketing is not targeting your ideal customer. If you did the customer analysis you should know who your ideal customer is now. Test different marketing tactics to attract only that customer.

David Oetken

Center Director, Louisville SBDC

Dave Oetken has worked with the KSBDC since 2011. Dave began his business career in the sports/entertainment industry, primarily in ice skating and ice hockey. He has owned and managed three ice rinks and earned the Manager of the Year award from the Ice Skating Institute of America. In addition, Dave was operations manager for several professional ice hockey teams in both the East Coast Hockey League and the American Hockey League. He has also owned, operated and sold several businesses in the food industry. From there he moved into the restaurant field, owning and operating a number of franchise concepts. Since 2005 he has owned Louisville News company, one of the largest distributors of thoroughbred horse publications in the eastern United States. David has a B.A. and M.B.A. from Bellarmine University. He remains active in his community, serving as a SCORE volunteer since 2003 and is a past vice chair for GLI’s Small Business Innovation Committee

Contact Information

502-574-1378 | david.oetken@uky.edu
Categories
Announcements Articles Events Press Releases Success Stories Technology

Recent Posts
By Robbi Meisel 21 Mar, 2017
WASHINGTON – Kentucky businesses and residents affected by severe thunderstorms, tornadoes, winds and hail from Feb. 28 through March 1, 2017 can apply for low-interest disaster loans from the U.S. Small Business Administration, SBA Administrator Linda E. McMahon announced today.

McMahon made the loans available in response to a letter on March 16 from Michael E. Dossett, Authorized Representative of Gov. Matthew Bevin, requesting a disaster declaration by the SBA. The declaration covers Estill County and the adjacent counties of Clark, Jackson, Lee, Madison and Powell in Kentucky.

“The SBA is strongly committed to providing the people of Kentucky with the most effective and customer-focused response possible to assist businesses of all sizes, homeowners and renters with federal disaster loans,” said McMahon. “Getting businesses and communities up and running after a disaster is our highest priority at SBA.”

SBA’s customer service representatives will be available at the Disaster Loan Outreach Center to answer questions about the disaster loan program and help individuals complete their applications.

The Center is located in the following community and is open as indicated:
Estill County
Estill Development Alliance
177 Broadway Street
Irvine, Kentucky 40336

Opening: Thursday, March 23
Hours: 10 a.m. to 5 p.m.

Days: Monday – Friday, 9 a.m. to 5 p.m.
Saturday, March 25, 10 a.m. to 2 p.m.
Closed: Sunday, March 26
Closing: Thursday, March 30, 9 a.m. to 3 p.m.

Businesses and private nonprofit organizations may borrow up to $2 million to repair or replace disaster damaged or destroyed real estate, machinery and equipment, inventory, and other business assets.

For small businesses, small agricultural cooperatives, small businesses engaged in aquaculture and most private nonprofit organizations, the SBA offers Economic Injury Disaster Loans to help meet working capital needs caused by the disaster. Economic Injury Disaster Loan assistance is available regardless of whether the business suffered any physical property damage.

Loans up to $200,000 are available to homeowners to repair or replace damaged or destroyed real estate. Homeowners and renters are eligible for loans up to $40,000 to repair or replace damaged or destroyed personal property.

Applicants may be eligible for a loan amount increase up to 20 percent of their physical damages, as verified by the SBA for mitigation purposes. Eligible mitigation improvements may now include a safe room or storm shelter to help protect property and occupants from future damage caused by a similar disaster.

Interest rates are as low as 3.15 percent for businesses, 2.5 percent for nonprofit organizations, and 1.875 percent for homeowners and renters with terms up to 30 years. Loan amount and terms are set by the SBA and are based on each applicant’s financial condition.

Applicants may apply online using the Electronic Loan Application (ELA) via SBA’s secure website at https://disasterloan.sba.gov/ela .

Businesses and individuals may also obtain information and loan applications by calling the SBA’s Customer Service Center at 1-800-659-2955 (1-800-877-8339 for the deaf and hard-of-hearing), or by emailing disastercustomerservice@sba.gov. Loan applications can also be downloaded at www.sba.gov/disaster . Completed applications should be returned to the center or mailed to: U.S. Small Business Administration, Processing and Disbursement Center, 14925 Kingsport Road, Fort Worth, TX 76155.

The filing deadline to submit applications for physical property damage is May 19, 2017 . The deadline for economic injury applications is Dec. 20, 2017.

For more information about the SBA’s Disaster Loan Program, visit their website at www.sba.gov/disaster .
By Robbi Meisel 27 Feb, 2017

LEXINGTON, Ky., (Feb. 14, 2017) – Kentucky Small Business Development Center is seeking nominations for the 2017 Pacesetter Awards. The recognition program was created to honor high performing, second-stage businesses that are changing Kentucky’s economic landscape. The deadline to submit nominations is March 15.

KSBDC encourages small businesses that meet the following minimum qualifications to apply:

         ·  Privately held

         · In business for three or more years

         · Employ six or more full-time employees, including the owner

         ·  Annual sales meet or exceed $500,000

         · Located and headquartered in Kentucky

         ·Demonstrate the intent and capacity to grow evidenced by the judging criteria.

Pacesetters will be selected based on two or more of the following criteria:

         · Growth in the number of employees

         ·Increase in sales and/or unit volume

         · Innovativeness of the product or service

         ·Response to adversity

         ·Employee engagement and commitment

         ·Contributions by the nominee to aid community-oriented projects

Pacesetters will be recognized at the Kentucky Celebrates Small Business event held at the Capitol rotunda in Frankfort during the first week of May. Each honoree will receive an award inscribed with the business’s name and a promotional video for their own use that highlights the business. In addition, KSBDC will send a customized press release announcing the award to local media and trade associations. Honorees are given the rights to use the Kentucky Pacesetter logo and event photographs in promoting their business.

Anyone may submit nominations, including third parties associated with an eligible second-stage business. A business may self-nominate by completing the required form. Winners will be notified by March 27. Full nomination requirements and the application are online at https://www.ksbdc.org/kentucky-pacesetters1 .

The Kentucky Small Business Development Center, part of the University of Kentucky College of Agriculture, Food and Environment, is a network of 12 offices located throughout the state. The center helps existing and start-up businesses succeed by offering high quality, in-depth and hands-on services. KSBDC is a partner program with the U.S. Small Business Administration. More information on KSBDC services can be found on their website, http://www.ksbdc.org/ .

 

Writer: Roberta Meisel, 859-257-0104

 

UK College of Agriculture, Food and Environment, through its land-grant mission, reaches across the commonwealth with teaching, research and extension to enhance the lives of Kentuckians.

 

 

 

By Robbi Meisel 20 Feb, 2017
MURRAY, Ky., (Feb. 2017) — Chris Wooldridge, Kentucky Small Business Development Center district director for the Murray State University SBDC and Arthur J. Bauernfeind College of Business, has joined the board of directors of the Foundation for Kentucky Industry.

FKI is a statewide, not-for-profit, with the goal of strengthening manufacturing in Kentucky, a very important economic driver in the commonwealth. FKI’s Board of Directors is comprised of manufacturing, education, economic development and public policy leaders.
Project and program partners currently include LIFT (Lightweight Innovations For Tomorrow), JPMorgan Chase, KY FAME (Federation of Advanced Manufacturing Education), business and public partners.

“We are pleased to announce Chris Wooldridge, District Director of the Kentucky Small Business Development Center at the Murray State University Bauernfeind College of Business, will be joining the Board of Directors of the Foundation for Kentucky Industry. Mr. Wooldridge’s experience and expertise regarding business and economic development will be a great asset to the Foundation’s work of maximizing career opportunities for both Kentuckians and industry in 21st century manufacturing,” according to Mary C. Breeding, President and CEO, Foundation for Kentucky Industry (FKI).

About Murray State University SBDC: Murray State University hosts the West Kentucky Region of the Kentucky Small Business Development Center program.  KSBDC is a network of 12 offices located throughout the state that helps existing and start-up businesses succeed by offering high quality, in-depth and hands-on services. The KSBDC is a partner program with the U.S. Small Business Administration.
For more information on KSBDC services, visit their website, http://www.ksbdc.org/ .
More Posts
Share by: