Reply to If you’re great with customer service, help me.

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[quote=Anonymous][quote=Anonymous]I think your client doesn't read very well and you are unlikely to appease them by stressing this.

Are there gender dynamics involved?  Woman to man?  That might be a factor.

Are $100K sales at all common?  Are they far more profitable than 10 $10K sales? Can you figure out how much profit they think they didn't get?

Can you comp them on a bit more service to get rid of them?  They could just be those kind of people who don't want to pay and frequently complain to get discounts.
[/quote]

Yes, there are gender dynamics involved.

$100k sales actually are fairly common, and I’ve gotten them for most of my other clients. But, there are many other factors at play that I can’t control. For example, if their sales team sucks and they refuse to fire or let me train them, I can’t guarantee one of their sales reps will make a $100k sale. But I can send more sales calls their way and increase the total volume until we hit $100k. Which is why I guarantee total revenue, as I have much more control over that.

And no, it’s not more profitable to make one $100k sale instead of 10 $10k sales. And actually, I got their profit margins MUCH bigger than most of my other clients get, about triple the industry average. But, they don’t care about that, they are hyper focused on the $100k thing.

I could comp them, but I think this is just kicking the can further down the road. I think they will still be unhappy with any additional services until I get them a $100k sale, which I honestly don’t think they’ll be able to get anytime soon. [/quote]

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