Identify and Solve Sometimes a “problem customer” is not a problem at all—instead, the problem can be traced to misunderstandings that can easily be solved. Visit Craig Harrison’s “From Worst to First: Winning Over Problematic Customers” at www.mhhe.com/lamberton4e.

This page can also be accessed directly through the Expressions for Excellence page at www.expressionsofexcellence.com/

ARTICLES/Bad_Customers.html. Read the article to answer the following questions:

a. What is the suggested alternative for dealing with a least favorite customer?

b. Do you think that this approach will salvage every customer relationship, and do you want it to? Why or why not?

c. What are some minor changes that could make a big difference in customer relations?

d. How do the questions regarding the history of a particular customer yield insight as to how to handle them and where the relationship went awry?

e. Do you feel that by changing your attitude, you can solve most of the problems that seem unsolvable in a bad customer relationship? Why or why not?