SmallBusinessNewz

Where is the line between being reasonable and failing to provide good customer service?

That's a question that is hard to answer. A SmallBusinessNewz reader named Jason commented on one of my recent articles about how often the customers will just try to take advantage of your generosity as you try to provide good customer service.

He's right. They will. Do you give in to all of their demands even if they are unreasonable just to keep them from spreading bad word-of-mouth about you? Probably not, but it depends on just how unreasonable these demands are. You've got to set your own limits, as I told Jason (in fact, don't mind if I make liberal use of the words I wrote in my response).

It's Up To You

If you don't feel that taking care of a customer request is your responsibility, then it is your call (as long as you are not contractually obligated), and if the request was something as outrageous as the story he mentioned, other potential customers can probably empathize with you.

Be Transparent About it

This could actually be a good angle for a business blog if you are looking for one. It could give you a chance for customers to get your side of the story, no matter what they hear about you. In fact, it will also give them a good idea of how you conduct your business. Kind of an unofficial customer service policy.

Persevere

I think perseverance is the best way to keep a good customer service reputation. If you continue to keep providing the best customer service you can, some people are going spread good word of mouth, just as others spread bad.

The difference is that the good guys probably won't be as vocal about it to you. The angry customers will tell you that they're going to tell everybody how you cheated them because they're probably still trying to get something out of you, whereas, the good guys leave your store feeling satisfied and may not see any reason to take the conversation further and express their gratitude.

This gratitude may eventually come out however, when they're telling one of their buddies who is in the market for what you are offering, that they had a great experience with your business. Some will actually even go out of their way and write about it like I did!