Why Sales People Should Enjoy Their Entitled Customers

I’ve been pondering something lately that many sales professionals complain about – the entitled customer.

That moniker is usually offered in a derogatory way, but consider the very definition of the word entitled:

• • en-ti-tled adjective: believing oneself to be inherently deserving of privileges or special treatment.

When I stay at a Four Seasons Hotel I spend a lot of money. I believe I am entitled to great service. When I shop at Saks 5^th Avenue, I am in an expensive clothing store. I believe I am entitled to the best in professional assistance.

On the other hand, when I stay at a Holiday Inn I don’t expect perfect attention to detail.  When I shop at a Walmart I believe I am entitled only to the very basics in customer care. Quick disclaimer: I do neither of those things, but I’m trying to prove a point here.

The lesson: great companies raise the bar of expectations; they literally invite a sense of entitlement from their customers.

Is that such a bad thing? I don’t think so. In fact, I know it’s not.

Your customers sense of entitlement should be high.  You must be raising their bar of expectations every time you see them.

We live in an experience economy, and we spend a lot of money to do so. Stop complaining about a customer’s entitlement. Instead, elevate your game. Think of what you can do to raise their bar.

Stop whining about your entitled customer. New strategy: do something to change their world.