How do you treat long-time customers when the economy is this challenging? Are you tightening the rules to manage costs or are you more liberal in your policies?
I went to a business that I had purchased from for many years but not over the last year. They greeted me warmly as if I had just talked with them yesterday, with no hint of criticism or complaint in their voice.
Later that day, I went to another business that I also frequent often. They know me well enough to recommend new products they think I’d like. And they know I’ve referred other customers to them. I was 90 minutes late in returning an item I had rented and they wanted to charge me another full day. It’s their policy and it’s posted. When I asked for leniency, the owner’s reply was, “It’s our policy and you need to pay.”
The next day I received a rather large bill. I had made a mistake in understanding the rules so the bill was correct if unwelcome. When I asked the Accounts Payable person for some flexibility, I was flatly turned down. When I asked to speak to the owner, I was told that he refused to discuss these issues with anyone. “Even customers who’ve purchased from him for 20 years?” I asked. The answer was, “Yes.”
The economy is going to get better. I will spend more money. I will continue to make referrals to my vendors. Which vendor mentioned above will continue getting my business and my referrals?
All About Referral Selling 