I found this article on the web and saw not only an opportunity to show the results of constant criticism and complaining, but an opportunity to challenge a sales myth as well.
I’ve always taught people in my programs to look for the good and to avoid complaining about situations over which you have no control. Too much complaining makes the people around you despise you and eventually take measures to avoid you.
For example, here’s a couple that saw profit in complaining about their cruise travels. Now I get the whole online review thing. And customers should have a vigorous discussion and be able to give a company feedback on how to improve their service. But personally, if a company doesn’t improve a product, you don’t buy that product. If a company doesn’t make their service better, you stop patronizing the company. You don’t go back and use the service 6 times, unless you are getting some kind of positive reinforcement. Now I get too much can get you banned from a cruise line. From one perspective, it speaks volumes about the price of criticizing, condemning and complaining.
However, it also underscores a major point that we need to recognize on the sales side of the equation.
I used to work with a guy who prided himself on “not letting any get away”. He wanted to get them all and typically looked for ways to capture and win all the prospect that came his way.
As a sales professional, there are some prospects that you simply don’t want to pursue. There will always be that special group of prospects that are looking for the lowest price. They will always try to get you to lower your price, they will never pay on time, they will always find something to complain about and they will continue to come back for seconds, thirds and fourths.
You never want to turn your product or service into a commodity and be the lowest bidder. If you believe in your product and sell based on value, price should never be an issue (unless, of course, you are WAY out of line with what the market will bear).
Focus your attention on your real customers and prune out the prospect looking for a free ride. Do business on your terms with the people you want. Not only will you free up time to be more productive, you’ll be happier for it, and your real customers will thank you for the extra attention.