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Follow on Google News | When Is It Appropriate To Say No To A Material Handling Customer?Warren Cornil offers tips for material handling professionals on how to deal with difficult customers.
By: Chris Powers In the course of business, every company encounters difficult customers. Often, these issues can serve as teachable moments and the distributor can actually benefit from them in the future. Sometimes, however, the issues are irreconcilable and the distributor is forced to say “No.” Warren Cornil, president of Narrow Aisle Inc. and CEO of Sunbelt Industrial Trucks, wrote an article for the 2nd Quarter issue titled “When It’s OK To Say No To A Customer.” Cornil lists several scenarios when it is prudent to say no. When there is not a product match, the customer has credit problems or the customer is unreasonable, it may be time to cease doing business with that customer. “If a customer makes a habit of being unreasonable or questioning every transaction, is rude to your employees or co-workers and is always on your slow pay list, it’s a great opportunity to say ‘no’ and to encourage him to do business with your competition. While they’re busy trying to placate him in the future, you can work to convert some of their good accounts who are now upset that service is slow because your competitor is spending too much time with this customer,” says Cornil. Cornil offers tips and advice for when to say no or when to chalk a bad experience up to your customer having a bad day. As he says, “If you encounter a good customer having a bad day, don’t act hastily and let him ruin yours.” To learn more about controlling when it is appropriate to say no to a customer, read the entire article on The MHEDA Journal Online. http://www.themhedajournal.org/ # # # About MHEDA Founded in 1954, the Material Handling Equipment Distributors Association (MHEDA) is the premier source for manufacturing knowledge, education and networking. Through its member journals (www.TheMhedaJournal.org) End
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