My Favorite Customers? The Prickly Ones …

Perhaps it’s a Wisconsin cultural thing, but it’s rare that customers speak up when things aren’t going well. If it’s glaring, (missed date, incorrect submittal, etc.) it’s easy to make a point about a dropped ball.

If the issue is attitude, fairness, understanding, or just genuinely caring about the customer, I don’t find too many customers piping up. More likely, the customer will switch to another vendor, rather than confront an issue.

Maybe Air Flow’s estimating, sales, inside sales, and accounting teams are just perfect. Ha! No way.

That’s why I like the prickly customers. They tell you that you stink, they tell you why you stink, they tell you to do better, and do it better every time. At least you know where you stand and what it takes to earn their business.

If you can satisfy the prickly ones, pretty good chance you’re going in the right direction.

Until next time.