Telemarketing Software Featured Article

Customer Care: When Picking Favorites is Okay

February 16, 2017
By Stefania Viscusi - Assignment Desk, Content Management

Picking favorites is typically a practice that’s shunned– especially today when being ‘fair’ trumps all other actions. Children’s sports teams are not as competitive as before – everyone gets a trophy and many high schools have even done away with traditional things like prom king and queens to level the playing field and ensure everyone gets the same attention and care.

When it comes to customer care and businesses, we hear a lot about ensuring that our customers are treated well and treated fairly. This includes offering support across varying communications channels. What we don’t hear much about is the idea that it is ok to pick a favorite and give more care to the customer that is most likely to do business with you.

An interesting piece from Alley Watch recently took a closer look at this topic of businesses not focusing on pleasing every single customer, but selecting the customers who deserve more attention wisely. The article focuses mainly on why this is so important for start-ups and entrepreneurs to practice today – but the same can be applied for any business.

A key part is training agents on the phone with callers to understand and select which prospects are going to be best for your business needs. Instead of trying to pigeon hole them into fitting with your solution or worse, trying to bend your offering just to fit their needs, it’s better to spend less time on those customers and more on the ones who are a better fit.

Then there’s also the work that goes into finding and attracting the right customers. By using social media and marketing, you should be luring in the customers that actually will work with your offering, and don’t be afraid to say no or turn offers away.

The thing to keep in mind as a business is that you have created offerings with an idea in mind already. While change and updates are important, you should not have to manipulate your rules or make exceptions. Instead, the article recommends suggesting a better fit for those customers that do not match your needs – so they can walk away still feeling satisfied about their interaction with you and you aren’t putting your business in harms way.

Have you said no to customers lately?

Edited by Alicia Young