Blog: “Encouraging Demanding Customers” (Jun.2006)


“In customer service parlance, however, “demanding customers” mean people who feel comfortable telling you what they want. You make them know that you want them to be fussy and tell you their requests. If you have this kind of environment, you attract customers with high expectations who are willing to pay for what they want.

Phil Wexler gave one example of how you can encourage your customers to be demanding. He featured Max’s Laws of Max’s Deli in San Francisco, which has 20 laws their customers must abide by and not their employees.

  1. This restaurant is run for the enjoyment and pleasure of our customers, not the convenience of the staff or owners.
  2. You get gree round of drinks if anyone on our staff comes up and says, “Is everything all right?” When we aske questions, they’ll be helpful ones…”

source: “Encouraging Demanding Customers” by Meikah (Customer Relations: The New Competitive Edge, Jun.25,2006)


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