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| | Post New Topic | | Win Loyalty by Alienating People | Views: 87 | | Nov 06, 2009 8:16 am | | Win Loyalty by Alienating People | # | 
Kurt Schweitzer | | I came across this interesting article yesterday: How to Win Loyalty and Alienate People (http://blogs.bnet.com/customer-service/?p=563)
It's premise is that polarization generates publicity, a loyal fan base, and customers. What do you think? Do you ever go out of your way to alienate people? Is it part of a strategy you consciously adopt, or do you just act naturally?
Kurt Schweitzer
Urban Village Scooters
Private Reply to Kurt Schweitzer | | Nov 06, 2009 8:30 am | | re: Win Loyalty by Alienating People | # | 
John Snyder | | Kurt,
I understood the article very well, and could not Disagree with it more. There are many Merchants that sell the same products and I will shop where I, the Customer, am truly appreciated. Most people like to be catered to, not ignored or treated with indifference. I come across Merchants every day who P*ss and Moan because no one shops their store. I find most of it is due to their attitude. I can't tell you how to treat your Customers, that is on you but remember "You attract more Flies with Honey than you do with Insect Repellant."
John
Prof Wordsearch
Private Reply to John Snyder | | Nov 06, 2009 9:50 am | | re: re: Win Loyalty by Alienating People | # | 
Eileen Brown | | LOL John...
I agree with what the article states.
Like the current Wanda Sykes show on HBO, "Ima be ME."
(sp?)
I sell myself and my work stands for what I do and accomplish for my clients.
I don't list my clients anywhere (privacy issues) as I sub-contract several types of work.
Business to business labor is often "behind the scenes" work.
Most of my business is mouth to mouth, meaning satisfied customers and clients bring in
more work to my companies. Second is, organic search. A large portion of the cold calls I
receive come from folks who found one of my web sites at the top of Google. In fact, the
two are almost equal in the amount of phone calls I receive from potential clients.
Example: Last week - four calls - two referrals - two from search.
I turn down ANYONE who is too demanding and not agreeable in any fashion. Life's too
short to deal with difficult, and/or angry (for whatever reason) people. I do trade service for
service on occasion, not often. It's hard to pay bills with "stuff" instead of cash.
And it may sound selfish, but I'm in this to help support The Russter and myself ONLY. I re-
invest in gadgets I need (or perceive a need for; it's a flaw in my character) for business
whenever I can afford those, but only when I have the cash.
At any rate, it's ME, my talents and skill set that people purchase and not some product
that shows up via UPS. So, I have a right to pick and choose WHO I work for and how I go
about making happy clients. See?
.02
Eileen :D
Tweet ME @SuperEB - http://twitter.com/SuperEB
Web Development - http://www.bekansas.com/
Web Site Graphics - http://www.buddywebgraphics.com/
ABHP http://abhp-network.ryze.com/ ~~~ JOKE http://todaysjoke-network.ryze.com/
Private Reply to Eileen Brown | | Nov 06, 2009 10:11 am | | re: re: re: Win Loyalty by Alienating People | # |
John Snyder | | Eileen,
Perhaps it is a generation gap, although you are not too far behind me, LMAO. But the "ME" Generation just doesn't get it. There are many instances where these people selfishly put themselves First, including Manners. People blame it on being too busy, to which I say they need to slow down. Remember how the Christmas Shopping Season used to be? All the stores Downtown were abuzz with activity. Christmas was everywhere, from Lights, Decorations,to Carols wafting through the air from Loud Speakers in usuall the City Hall Tower. Many people would like to return to this atmosphere and it all starts wiyh attitude. I, for one, will not shop where I am not treated in a Courteous, friendly manner. Having Customers is a privelege, not a right. There are ways of dealing with demanding customers without alinating anyone. You may not be able to please everyone, but you sure as heck can offend everyone.
John
Prof Wordsearch
Private Reply to John Snyder | | Nov 06, 2009 10:21 am | | re: re: re: Win Loyalty by Alienating People | # |
Kurt Schweitzer | | For some reason I'm thinking of a song by Brian Setzer, "Drink Whiskey and Shut Up".
"Drink whiskey and shut up,
I might pour you a beer.
If you don't like what I'm serving
Take your money and get out of here!"
That's one of the tunes in the mix I play constantly in the store.
Private Reply to Kurt Schweitzer | | Nov 06, 2009 10:46 am | | re: re: re: re: Win Loyalty by Alienating People | # |
Eileen Brown | | Hiya John
I agree when it comes to general sales. I don't agree when it comes to how people
approach me or how I approach potential clients. It's a different deal, in the whole scheme
of things. I work very closely with my clients and someone who DEMANDS this and that in
addition to what they are PAYING for, can do as Kurt says, "drink whisky and shut up!"
It's ridiculous to take abuse when you are providing "service for pay" in any field of
endeavor.
When I'm the customer, I'm polite and mannerly EVEN when some sales clerk decides to
be condescending or rude. I simply don't go back to that store. The fact is, I'm the most
polite customer you'll come across.
On the phone, with places like AT&T I can EXPLODE when I know they are price gouging,
nothing makes me madder than the thought that huge corporations take advantage of
people, just because they can, legally. I'm a Witch with a capital "B", on wheels, with
propellers when this happens.
Eileen :D
Tweet ME @SuperEB - http://twitter.com/SuperEB
Web Development - http://www.bekansas.com/
Web Site Graphics - http://www.buddywebgraphics.com/
ABHP http://abhp-network.ryze.com/ ~~~ JOKE http://todaysjoke-network.ryze.com/
Private Reply to Eileen Brown | | Nov 06, 2009 11:08 am | | Re: Win Loyalty by Alienating People | # | 
Teddy Towncrier | |
@John ... Things change and we need to be adaptable! .... However; A culture that stands for nothing ... Falls for everything!
As you are probably aware .... Toronto, Canada is a tolerant, multi-cultural society and we justifiably celebrate our diversity.
However .... When a store keeper lays the "Happy Holidays" CR** on me; .. He's quickly reminded that I don't do "Happy Holidays" ... "Merry Christmas" is welcome though and hopefully there's a string of customers behind me.
The burr under my saddle is storekeepers yapping on the phone while taking my money. .... I let 'em know that I don't wish to be rude and interfere with their important telephone conversation; I can wait. ... (again hopefully with a string of shoppers behind me). .... Sometimes they "Get it" and put the phone down.
Treat me well and I'll tell the world about you!. More
Bestest.
Teddy Towncrier CPP Towncrier-Media.com Supercharging Your Visions.
 
Private Reply to Teddy Towncrier | | Nov 06, 2009 11:18 am | | re: re: re: re: re: Win Loyalty by Alienating People | # |
John Snyder | | Eileen,
I did not say be a "Pussycat" but you are talking about two different scenerios here. You are well aware how you want to be treated as a customer, everyone else wants to be treated this way also. The people who "Come in to your Store" and demand more than goes beyond the boundries of common courtesy, are Crass. In my "Store" I treat everyone in manner that I would expect in someone else's. If they then take it to another level, I can deal with them accordingly. Usually, we come to a meeting of the minds.
In reponse to the Clerk who is Rude when you are trying to be Polite, the correct response isto leave the Store and contact the Manager by Phone, not in an Irate Manner but Business Like. I can assure you, the next tume you come into that Store, the Clerk will be Friendlier.
As for Service Outlets, we have all had our frustrating moments, but remember this is probably a Lowly CSR (Customer Service Rep), you are dealing with. They usually have no vested interest in the Company, so they could care less how you feel. Therefore, in order to avoid these conflicts, visit the Office in person and ask to speak with the Office Manager. (Again, NOT IN AN IRATE TONE) You just may work out an extra perk or two. They do it all the time, I know, I was a Cable TV Audit Director for many years in the 1980's. Try to explain to a Person you just found with illegal Cable, why he should now pay for it. LOL
John
Prof Wordsearch
Private Reply to John Snyder | | Nov 06, 2009 11:55 am | | re: Re: Win Loyalty by Alienating People | # |
Kurt Schweitzer | | You need to be polite to the people who come into your store, but you should also recognize that they won't all be customers. Dealing with those non-customers can be a real challenge.
My shop is located in a "transition" neighborhood close to center-city Rochester. I get a fair share of "bums" wandering in who may really just be looking to get out of the weather for a few minutes, or some way to pass the time for a while. They can be hard to deal with, especially if they haven't showered in the past month and their smell clashes with whatever they've been drinking.
On the other hand, I also have a few customers who don't dress well or bathe frequently, but who pay in cash - large bills for substantial purchases. (I've never had a $100 bill rejected by the bank!) It can be tough to judge based on appearances.
That said, you certainly want to ATTRACT only your target market. What you do to attract one group will repel another. The music I play in my store, for instance, is very different from what's played in Abercrombie and Fitch. Or Sears. (It's currently Sheryl Crow, "If It Makes You Happy". Whoops! It just changed to Dire Straights, "Money for Nothing".)
I think the key is to get your target market to positively LOVE you, and don't worry about what anyone else thinks.
Kurt
Private Reply to Kurt Schweitzer | | Nov 06, 2009 12:31 pm | | re: re: re: re: re: re: Win Loyalty by Alienating People | # | 
Heidi Caswell | | What I get out of the article is that it is ok for a business to express an opinion or view which may not be popular with all. Not alienating people by being rude to them, but one example would be openly stating your political views. Clients with opposing views may leave, why many smart businesses stay out of the political arena.
Controversy does get attention.
But care should be used. Now if you want to attract clients from one political party, or whatever viewpoint you are promoting, they will be more loyal for the shared beliefs.
If you customers all have opposing views to those your expressed you, you could lose them all.
Alienate people but not your target market.
There is a difference between bad mouthing others for publicity (tacky at the least) and promoting an opinion, viewpoint.
Heidi Caswell
http://connectsimply.com
Private Reply to Heidi Caswell | | Nov 06, 2009 12:38 pm | | re: re: re: re: re: re: re: Win Loyalty by Alienating People | # |
John Snyder | | My Point Exactly, Heidi.
John
Prof Wordsearch
Private Reply to John Snyder | | Nov 06, 2009 2:36 pm | | re: re: re: re: re: re: re: re: Win Loyalty by Alienating People | # |
Eileen Brown | | Some of this comes back around to branding and how we
present ourselves to the public at large.
Check out what's happening with our dearly loved Mickey Mouse:
http://www.walletpop.com/blog/2009/11/05/mickey-mouse-gets-his-edge-back/
EB :O
Tweet ME @SuperEB - http://twitter.com/SuperEB
Web Development - http://www.bekansas.com/
Web Site Graphics - http://www.buddywebgraphics.com/
ABHP http://abhp-network.ryze.com/ ~~~ JOKE http://todaysjoke-network.ryze.com/
Private Reply to Eileen Brown | | Nov 06, 2009 4:39 pm | | re: re: re: re: re: re: re: re: re: Win Loyalty by Alienating People | # | 
Bobbi Jo Woods | | John
Did you read the article?
Firstly, the article's title is obviously tongue in cheek.
Secondly, it's not talking about ignoring or treating your customers badly, or giving poor service. In fact the article's NOTHING to do with customer service. It's more to do with the image of your company and brand.
Say, for example. I can be very brash, am strongly opnionated, sometimes ornery, and definitely have an uber-dry sense of humor and super-sarcastic wit about me, which (MANY) people I know and love, don't always appreciate or understand. This is one reason I can relate to this article. It's basically telling me to be true to myself and to be myself to my clients/customers (to an extent) without worrying too much about who's attention I might lose, because the ones who like me, will LOVE me. Honestly, that's how it is for me in my life, as well. I either put people off, or they are huge fans. No one just thinks I'm so-so. This isn't about me, though.
Let's say you own a company selling pig collectibles, and put up a banner in your store that said, "Pork your honey this holiday season, with one of our Porky Piggies".
The ones who take offense, don't get it and/or think it's excluding them, may not return. They may rant and tell everyone they know about what they saw, and how they didn't like it, start a boycott against your company, etc.
This is an example the author was referring to, when "alienating" customers.
But the ones who DO get it, love it and/or identify with it, will not just be returning to the store, they will tell all their friends, and fly back with a vengence. They may even blog, Tweet, etc. about it online, start purchasing in other ways like through your website, etc. But they will be sure to come back, and sure to rave about it WHEREVER they can, to whomever is listening. They might be more willing to fill out surveys, and provide honest and clear feedback.
These are the kinds of customers/clients we should ALL aspire to have, and DROVES of them. Folks who are loyal or extremely loyal to your brand and message (not just products) tend to also be MUCH more patient and understanding if there are small mishaps, like shipping errors or having to wait in a longer line than usual.
This is what the author was talking about.
Wouldn't you rather have a couple dozen raving, lunatically loyal customers who enjoy giving you business and tell everyone they know about you, vs. fifty folks who are just "meh" about your business, and are just occasional or one-time customers?
I know I would.
Bobbi Jo Woods, Owner
B. Woods Design - Professional Websites for Small Business
651-998-9125 Twin Cities
877-996-9932 Toll-free
http://www.bwoodsdesign.com
Private Reply to Bobbi Jo Woods | | Nov 06, 2009 6:05 pm | | re: Win Loyalty by Alienating People | # |
Kurt Schweitzer | | Part of the challenge of my business is establishing a brand image that is distinctly different from that of "bikers" while recognizing that those very same bikers are most likely to purchase my products. After all, most of the scooters I sell are considered to be motorcycles by the state, and thus require the same licensing. Bikers have the easiest time purchasing my products since they are already licensed to ride them.
When I say "biker" what comes into your mind? I bet it is a pretty clear image. But what happens when I say "scooterist"? Anything?
This is part of my challenge. It's easy to sell to bikers because of the stereotype. It doesn't matter that most bikers today don't fit that stereotype - everyone knows what to expect. (Note that being profitable as a motorcycle business is something else.)
So I'm trying to chart my own way, establishing a personality for my business that is distinct from other shops and instantly recognizable.
It seems to be working, but slowly.
Kurt
Private Reply to Kurt Schweitzer | | Nov 06, 2009 8:10 pm | | re: re: Win Loyalty by Alienating People | # |
Bobbi Jo Woods | | Good for you, Kurt.
I think you are doing great
Private Reply to Bobbi Jo Woods |  | |
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