Comments on: Can this business relationship be saved?

By: Customer Service Week: Do you refer customers to your competitors? | money news blog

Wed, 25 Jun 2008 22:13:58 +0000

[...] On Monday, it was about how to handle an irate customer. [...]

By: Customer Service Week: Do you refer customers to your competitors?

Customer Service Week: Do you refer customers to your competitors? — Wed, 25 Jun 2008 21:00:11 +0000

[...] On Monday, it was about how to handle an irate customer. [...]

By: Jean

Jean — Tue, 24 Jun 2008 18:56:41 +0000

Thanks for the comment, Karl. The “blackmail” thing is very true. I see it all the time – someone with whom I’m in a business relationship demands my participation in a “barter” situation or exchange of services, “or else.”
Those are the kinds of people I run from.

Jean

By: Karl Edwards

Karl Edwards — Tue, 24 Jun 2008 15:44:33 +0000

The travel agent’s negative response to a sincere apology is evidence enough for me that this is a person I do not want to do business with.
How does she respond when problems occur in complicated travel itineraries? Blame the client? Storm out again? Not who I need on my side when calling upon an expert.
On the other hand, if the doctor “needs” to keep this person as a client of his own, then he is trapped by what I call reciprocal business blackmail. It might be financially painful to lose this patient’s business, but on both counts, he’s probably better off not going after her.

By: Sarah

Sarah — Tue, 24 Jun 2008 07:49:56 +0000

No. There is no saving this one.

The doctor was incredibly insensitive in making his comments when he knew the woman was in distress about her business and that the distress was affecting her health.

I’m not sure the relationship should be saved. In making the comment, the doctor showed an amazing lack of concern for his patient’s mental, emotional and physical health. The travel agent is clearly better off finding a doctor who can pay attention and keep his or her comments appropriate.