It’s True, But You Don’t Have To Like It

Recently, I worked with an executive of a large company that provides services and products to people who are largely retired. He was concerned about the volatility of his revenue and the “constant renegotiating” that was occurring with many of his customers. These customers typically use their personal funds, along with some insurance reimbursement, to pay for services.

Sound familiar?

Irrespective of this marketplace and the age of the individuals, customers are insisting on negotiating! Well, it is likely here for the long-term, but of course, you don’t have to like it. In this case I asked him to consider another viewpoint: he has more customers than ever, existing customers are referring him new customers and the company is financially successful.

Is “constant renegotiating” a bad thing?” While it may take some precious time to respond, it may mean something else: his customers have personal concerns, economic or otherwise, and they believe his company will listen to them based on their mutual experience. In fact, maybe he is being complimented, but he doesn’t like the method of presentation. It could be worse – his customers could leave with nothing said.