Giving Your Customers A Choice

Have you ever had a customer ask you to make something that you’re capable of producing and selling, but not particularly thrilled about creating?  Perhaps you feel that you can definitely make what they are asking for, but that you have a better, more exciting version that you would rather make?

When you begin feeling this way, it’s important to evaluate the goals you’ve set for your business.  If your goal is simply to make money, then perhaps you just make the item and move on, but if your goal is bigger, to perhaps “WOW” your customer and make a lasting, positive impression, then maybe you should consider providing your customer with OPTIONS! 

If your customer is asking for something specific, then create it for them.  It’s important for you to provide your customers with the product or service they are asking for, but you can even surprise them in a great way by showing them what other superior products or services that they may not have been aware of.  Always try to bring fresh ideas to your clients…as they may think they know what they want, until you lead them to something better!

To give you an example, I was recently working to create a set of bridal jewelry for a lovely bride.  She was convinced that she wanted gold jewelry, but when I saw a picture of her dress, I could see traces of silver throughout the design.  I made her the set of gold jewelry she requested, but I also made the same set of jewelry in silver and I sent her pictures of both to choose from…guess which one she selected to wear on her wedding day?  Yep, you guessed it, it was the silver.  As I mentioned earlier, sometimes you can lead a customer to something entirely different than what they asked for, but making them happier in the long run by presenting them with options and allowing them to make the choice!

Yes, you are taking a risk, but it’s a calculated risk and at the least, your customer will appreciate that you’ve gone out of your way to make them happy.  You should never make a customer feel pressured into buying what you think is best for them, but if you believe you can offer a better product than what they are asking for, present it to them and let them make the ultimate decision.

Have you experienced a situation like this, as either a seller or a customer?  What happened and how did you respond?

Main image courtesy of Alex Schweigert