How to make your customers feel lousy…a short story…
I just got back from picking up a tailored suit for a special business event I'm attending next week, and the entire experience was a reminder for me about how not to treat our clients.
For context, this is the most I have ever invested in an article of clothing, and it was kind of a reward for myself for a great quarter of sales for our company. I NEVER spend money on fancy clothes or 'stuff' and this isn't even fancy. It's just very high quality and from a designer I'm sure you've heard of. ;)
I wanted to treat myself for once. I invest so much back into our business, but this was purely for me.
I felt like a rock star in this suit, and then the alterations came back and immediately I knew they weren't right. Everything felt "off"
It felt tight, pants were way too short, and bottom line was I just didn't feel good in it.
The sales rep said "no problem Mr. Carroll, I'll call the tailor in here and we'll get it squared away."
Then the tailor came and basically told me I was completely wrong.
"It looks great, I don't know what the problem is here" - he said
"Thanks!" I said "But it doesn't feel good, and I am not comfortable in it, can we please make the adjustments we agreed to last week?"
He continued to argue with me and basically tell me I had no idea what I was talking about. Finally he said "Well I guess I'll do whatever you want." and then mumbled something under his breath.
I felt awful.
The entire experience was so sour I just wanted to return the suit and call it a day.
Let's be clear. I respect his expertise. I respect his opinion as a professional tailor, but I am the one who has to wear the suit. I am the one who purchased it, and I am the one who will be wearing that suit in front of prospective clients when my confidence (or lack thereof) will have a huge impact on my livelihood.
The reminder for me is that I never want to make our clients feel like that.
Even when we may know more than them or have years of experience about an HR issue or business issue, there is a way to have that discussion and find the middle ground between what we think, and what works for them and their situation.
Trying to make them "wrong" and us "right" will get us nowhere, and just leaves both parties feeling like crap.
In the end - they'll make the adjustments I asked for, but the reminder here for me is that I need to ALWAYS make sure our clients feel heard, and that we never treat them like I was treated tonight,
Tomorrow I pick up the suit again. I will let you know how it goes. (I'm sure you'll be waiting for the update 🤣 )