Is Your Customer Certifiable? Take the Test To Find Out!


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I recently witnessed a customer who could be described as certifiable. I was interviewing a Branch Manager when I heard the screams of an irate customer outside the office. They were yelling so loudly that their high-pitched voice echoed throughout the entire branch. I, and everyone else in the branch, could hear what they were saying:

I’m in a hurry and don’t think I should have to wait in this line-up. (The line-up was under 5 minutes).

What is wrong with you people – don’t you know who I am? (The individual was certainly not anyone worth knowing!)

I can’t believe that you are making me wait – don’t you know I am going on a vacation! (Huh, boy this person needs more than a vacation!)

I quietly watched, as the Manager I was interviewing stepped out of her office and dealt with the unreasonable demands of a customer. She remained calm. She remained professional and above all else she made her staff feel better even though they had come in contact with such a difficult customer.

We all know that if these individuals are not handled properly they can sap the life out of the employees who have to deal with them on a regular basis. After having experienced this completely unreasonable customer – I frankly wondered how the frontline employee could ever enjoy their job.

We recently came across a post that highlighted that there is now a test that can help assess whether or not a client is a certified &#$##@@&!. You can use the test to help decide if it is worth the trouble to keep working with a client. You can use it to screen future clients or you can take the ACHE as a self-test to see if you are causing the problem.

Click Here to take the test developed by Bob Sutton and see how many of your clients are certifiable!

Judy McLeish
McDaniel Partners
Judy McLeish is the founder of a boutique consulting services firm that focuses on building customer experiences through creating engaged employees.


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