Service providers often offer to provide accountability to the customers they serve – at least that’s the promise of the relationship going in. Your customers often hire you to come in and help, or maybe force, them to do the things they know they should.
So the question I would like to explore is this – at what point are there consequences if customers don’t live up to their part of the bargain? At what point do you stop inspiring, cajoling and yelling and just start backing off or disengaging all together?
I know this may run counter to the “customer is always right” line of thinking, but I wonder if a customer who won’t allow you to do what you were hired to do contributes to devaluing your service?
I was once asked in an interview on this subject about the biggest mistake service providers could make and I answered – “caring more about results than our customers do.”
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