Online Journal Article explains when to say no to customers.
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Press Release Summary:
"When It's OK To Say No To A Customer," by Warren Cornil, president of Narrow Aisle Inc. and CEO of Sunbelt Industrial Trucks, appears in MHEDA Journal Online's 2nd Quarter issue. Article lists several scenarios when saying no is considered prudent: when there is no product match, when customer has credit problems, or when customer is consistently unreasonable. Article also offers tips and advice for when to dismiss bad experiences as customers having bad day.
Original Press Release:
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.
Dewitt, NY: The MHEDA Journal Online (http://www.TheMhedaJournal.org), is the leading online magazine for the forklift, conveyor, storage & handling, and general material handling equipment industries. The 2nd Quarter issue of the magazine is online now and features articles focusing on customer service. Articles ranging from how customer service can benefit a material handling distributor to how to deal with difficult customers prepared MHEDA members for the 56th Annual MHEDA Convention that took place from April 30 to May 4 in Phoenix, AZ. This year's Convention was themed "The Customer Convention."
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/index.php/2011/04/when-its-ok-to-say-no-to-a-customer/. The MHEDA Journal is published quarterly, in January, April, July and October. For more information, contact Chris Powers, editor of The MHEDA Journal, (315) 445-2347, email: chris@datakey.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), e-magazines, newsletters and industry wiki (www.wikimheda.org), MHEDA connects the manufacturers of storage & handling, lift trucks and conveyor equipment and distribution leaders for the purpose of delivering optimal solutions to the users of those products. MHEDA publications are the industry's voice for all matters related to the latest technology and the most up-to-date processes spanning the movement and storage of all materials. A 501(c)3 organization, MHEDA members span all of North America.
