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What’s the real meaning behind the words they’re using? ... Put yourself in their shoes and understand the problem you need to solve. I've found it to my great

What’s the real meaning behind the words they’re using? ... Put yourself in their shoes and understand the problem you need to solve. I've found it to my great advantage to let the customer know that I can (hold the ability), and that I will (choose to) help them. This needs to be spoken as well as using the correct tone. Nothing is more frustrating to a client than to feel like they are not being heard. Of course, you have to back this up with actions. Sometimes I have a customer who is really a trouble maker, I tend to shut them down quickly because I've dealt with their type before. But I feel like there must be a better way. I know it'll end the same (they won't agree with my pricing, terms, support, yadda) but maybe a better parting of ways.

rpvnwnkl 8y ago
You can offer them what they are seeking, but with terms they are not willing to go along with. This way they are the ones ultimatey saying “no”. It’s just like giving a quote for an unsavory work gig. You essentially ask for “more” (work, time, etc) on their part in exchange for your commitment. I suppose this is probably considered some type of negotiation.
lozaning 8y ago
Following the 80/20 on everything. You'll get 80% of your business from 20% of your customers, and you'll get 80% of all problems from 20% of your customers. Figure out who is in the 20% of problem customers who isn't in the 20% of profit customers, and fire them. Even better if you can refer them to your competitors.