Stand Tall & Make the Right Call

We have all heard the saying the customer is always right. But are they?

There are times in the life of a business owner when we just need to tell the customer or client they are not right. It is never easy. It can come with great pains but the decision to abide by your firm’s mission, your industry’s structure, and your insurance boundaries are always paramount to a sale. Money talks as they also say but it should never be louder than your values.

We all have had the experience where a client pushes you to the limits of what is comfortable. And we mostly try to please our customers, clients, patients as much as possible. But how do we handle behavior which feels like it is beyond the threshold of our comfort zone?

First, analyze why you and your client may be at odds. Are they more comfortable pushing the proverbial envelope? Or do they just want you to take on more risk? If the latter, be cautious on your response. Pushing risk to you may not only be an ethical concern but it may jeopardize your insurance coverage, something you should avoid as a business owner.

We have seen clients and customers push their boundaries. We have seen owners relent and give in to the pressure. However, we have also seen them push back and often it is under the guise of what the firm’s insurance will cover and not cover. This can ease the discomfort with your client or customer and allow a peaceful parting of the ways.

Your Insurance Agent should be on your Circle of Trust Advisor list. You should have an open communication stream and you should be able to bounce ideas off of them. They can often be the voice of reason. They can help you reinforce with your client or even a new prospect that boundaries are in place and veering outside those boundaries may not just be an uncomfortable place for you and your firm, but an uninsured position. When you reach this point, the customer is no longer right, you are.

At any stage in your business cycle, you may encounter the client that suggests you move forward without the comfort level you normally work within. The one who wants to cut corners or who believes since the situation has not gone awry, it never will, until it does. Tread carefully here. While you may wish to continue the relationship or not lose the income, balance this with the sage advice of your insurance agent.

Stand tall and make the call. Be true to your company ethics, be true to your brand image, and when you find yourself in an uncomfortable decision, seek the guidance that helps you let your client know, you just cannot proceed in the direction they wish to go. They will either respect your limits and understand it is what is best for both of you or find someone who will play their way.

If your choice with a client is to stand tall and make the right call or give in and not sleep at night, your advisors should help you feel confident that walking away is the only direction of choice. Tomorrow is a new day to find another client who walks the same path as you and your advisors.

Be well.