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Old 9th November 2004, 09:03 PM   #1
Robert
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Default Handling Requests for Discounts from Customers

I've posted a new article at Search Engine Guide that is worth a read:

http://www.searchengineguide.com/cla.../1109_sc1.html

Snippet:
It's a sticky situation that most of us have experienced. The potential customer on the other end of the line has just made a plea for a discount. Your workload is fairly light and you want the business. Do you offer a discount or not?

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Old 10th November 2004, 12:46 AM   #2
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This is a constant request made to me all the time. I just had a woman call me up today and demanded that I give her 50% off of items because she wanted to purchase more than one. I told her that I don't even mark my items up 50%...she didn't believe me and proceeded to chew me out and call me all sorts of names. That is the first time I hung up on a customer!

Thanks for posting this article, Robert. It made me feel better reading it that I did the right thing...even though it goes against everything I try to do for "customer service"

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Old 10th November 2004, 01:32 AM   #3
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bravo divshow



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Old 10th November 2004, 02:41 AM   #4
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I learned a long time ago, Lisa... there are some customers that just aren't worth having!

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Old 10th November 2004, 07:59 AM   #5
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Way to go Lisa! It's not worth wasting time with people like that.

I think small businesses really need to be careful and not give in to these demands for lower prices. There are too many people out there that will try and take advantage of small businesses in this way. If they don't like the prices, they can go shop somewhere else so you can devote your time to your real customers.

And by the way Lisa, you still haven't hung up on a customer yet. She wasn't a customer - she was just a rude lady that didn't buy anything.

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Old 10th November 2004, 10:55 AM   #6
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Thanks everyone!

I go the extra mile for all my customers and have developed a personal relationship with about 20% of them. Not many online businesses can say that.

...but, I still get that knot in my stomach when I leave a conversation or email with the customer (or potential customer) thinking I'm trying to take advantage of them.

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