3 Reasons Why You Should Embrace Entitled Customers

I love easy customers. You know…the ones who return calls, don’t complain, and are overall a joy to work with.

But here’s the thing…I love difficult customers as well, even when they take more of my time and frustrate me. You should love them too.

“Yeah…but Ryan, they are such a pain in the rear!” I get it and I want to remind you of three reasons why you should embrace your entitled and difficult customers as much as your easy customers.

1. They paid you for excellence, nothing less

Melissa and I recently moved into a home and had some work done to it. The kitchen was redone, the entire home got a fresh paint job and we had wood floors put in several rooms.

One day, as I was walking through the home to see how it was coming along, I noticed the paint job was looking a bit like someone who had been drinking all day painted it. I said to the painter, “The edge lines do not look straight.” He looked at me and said, “What do you expect, perfection?”

I won’t go into the details of what happened next other than to share my response, which was, “Why would I hire you for anything less?”

Your customer paid for, and deserves, excellence. When we start getting annoyed with customers, it can cause you to resent working with them. When that happens, I guarantee your level of service will be way below excellence. This leads to point number two.

2. It isn’t about you

We live in a world, which has become very “me” focused. I firmly believe that if people could adopt the mindset that “it” isn’t about them, we would stop getting offended at every thing.

I guess what I am saying is I want world peace. For now though, I will have to settle for helping sales professionals realize “it” isn’t about them.

When you train yourself to take the focus off of you and your feelings, and then get into the life of your customer, you will start to have empathy for the reason behind their entitlement. This is a game changer.

3. It’s what you get paid to do

The easiest reason to embrace entitled customers is because you get paid to do it. It’s called earning your commission. At the end of the day, you get paid to solve problems. Dealing with an entitled customer definitely falls into that category.

When you take yourself out of the equation and solve customer issues with excellence, you will make more sales. More importantly though, you will change lives.


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About the Author: Ryan Taft

As the former National Sales Training Manager for a Top 5 homebuilder and a licensed Realtor® in Arizona, Ryan Taft is consumed with a passion for helping others achieve breakthrough results in sales, business and life.