Ya want a customer for life . . . piss em off!
That is correct my friends. The Antman is here with a little unconventional perspective, surprise, surprise. Now, before I get started, our attorneys said I need to make this disclaimer: I am not telling or suggesting you go out and hit, disparage, insult, ignore, talk smack or engage in any other type of premeditated stupidity towards your customers. That would just be flat out dumb!
What am I spoutin about? Your best customers, your strongest relationships will be developed and grow from disagreement. It ain't no thing to work with your customers when everything is runnin' smooth. There is no challenge there. Like any good relationship, the true value and commitment is discovered in times of difficulty.
Look, we all get it. It is common and straight up OK to make mistakes. It happens all the time. It's not the mistakes that send your customers fleeing. It is how you choose to react. If ya listen, show a little humility and respond, yes I said respond not REACT, ya just may do the right thing and make your customer smile.
It works like this. We all expect to get what we are promised. So, ya give a little extra customer service, flash a few extra smiles you'll have some good customers. BUT, I love this part, piss em off, screw up bad and then go the extra mile to fix it and in most cases you'll have a customer for life. In desperate times your customers don't know what you are going to do. Yo dawg, there hurtin for some love and waitin to see what you are going to do. This is your chance. This is where you get to EARN their trust. The rules are out the door. This is where you get the greatest return on your money, effort and time.
The next time a customer is trippin and in your grill about how you screwed up, be happy inside, smile and think to yourself, "yeah boy, I got me a new lifelong customer" and then treat em with love.
They will give ya props for life!