Customers can be classed like children, and I'm loosely using the 'Baby Whisperer' classifications:
The Angel Customer - They are always happy, the communication between you is perfect, and they never complain. Occasionally, they might point out something that they don't like, but will do so perfectly politely so that you don't take offense, and will be ever so grateful when you set things right. Generally projects for the Angel Customer are the most cost efficient and are done in record breaking time because they know exactly what they want, and don't change their minds halfway through the project. Finally, and most importantly they sleep through the night by 4 weeks :). They are few and far between, but when they come along what a dream. My son Netzach was angel baby until he turned 2 (just 3 weeks ago!). Now he's turned into a Spirited Baby - see below.
The Textbook Customer - These are the customers they teach you about in business school (if you went to business school) - who go entirely by the book. If I am doing a business plan for a Textbook Customer, then they actually will send me the outline of a business plan recommended by Harvard. However, they are highly intelligent, and you point out to them that the one Yale recommends is slightly better, they will have no problem accepting the argument. Communication with these customers is usually also fine, as they work with you towards the best possible product. As with customers, textbook children are the ones you read about - they are supposed to feed every 3 hours, they love the bath, the sleep from 11:00 till 5:00 by 3 weeks and burb as soon as they finish eating, practically without a pat. This was and continues to be my son Ezra. So predictable most of time.
The Touchy Customer - These customers are highly sensitive and one has to walk on eggshells to avoid getting them upset. They will provide you with material for a business plan or marketing plan, and if you point out that the material is 5 years old and the market has changed substantially, they will tell you the market is exactly the same – even if we’re talking about cell phone technology. It is very hard to work with touchy customers because if the idea wasn’t theirs to begin with, its not a good one, and since we are trying to help our customers pick a direction that they haven’t thought of yet, or help them flesh out one they have thought of, its difficult to move ahead. Touchy customers are also much like dinosaurs in that they hate change. So getting them to change the way they do business, or move them in a specific direction is exceedingly difficult. My advice - charge extra when you encounter one of these. Special note to my customers - none of you are touchy, no really. And I never had a touchy kid.
The Spirited Customer - These customers are fun because they are highly creative, come up with hundreds of new ideas a minute and never sit still. They are customers on speed, hyperactive, often with ADD. They are also frustrating to work with as they change direction about 50 times in one project. They are also highly unpredictable, such that they will send you an email in the morning saying they hate the business plan, and in the afternoon saying they only have 2 small corrections - in other words prone to exaggeration. Their projects tend to run overtime and overbudget, but the final product will be awesome - generally speaking. My son Aharon and daughter, Sima are spirited but when they smile the whole world smiles with them.
The Grumpy Customer - This is the customer you should never be cursed with, and turn them away if you meet them. Cross the street, do anything to avoid them. Nothing is good enough, they agree to nothing, they expect everything, and they don't want to pay. Stay away - not worth any money.
The Angel Customer - They are always happy, the communication between you is perfect, and they never complain. Occasionally, they might point out something that they don't like, but will do so perfectly politely so that you don't take offense, and will be ever so grateful when you set things right. Generally projects for the Angel Customer are the most cost efficient and are done in record breaking time because they know exactly what they want, and don't change their minds halfway through the project. Finally, and most importantly they sleep through the night by 4 weeks :). They are few and far between, but when they come along what a dream. My son Netzach was angel baby until he turned 2 (just 3 weeks ago!). Now he's turned into a Spirited Baby - see below.
The Textbook Customer - These are the customers they teach you about in business school (if you went to business school) - who go entirely by the book. If I am doing a business plan for a Textbook Customer, then they actually will send me the outline of a business plan recommended by Harvard. However, they are highly intelligent, and you point out to them that the one Yale recommends is slightly better, they will have no problem accepting the argument. Communication with these customers is usually also fine, as they work with you towards the best possible product. As with customers, textbook children are the ones you read about - they are supposed to feed every 3 hours, they love the bath, the sleep from 11:00 till 5:00 by 3 weeks and burb as soon as they finish eating, practically without a pat. This was and continues to be my son Ezra. So predictable most of time.
The Touchy Customer - These customers are highly sensitive and one has to walk on eggshells to avoid getting them upset. They will provide you with material for a business plan or marketing plan, and if you point out that the material is 5 years old and the market has changed substantially, they will tell you the market is exactly the same – even if we’re talking about cell phone technology. It is very hard to work with touchy customers because if the idea wasn’t theirs to begin with, its not a good one, and since we are trying to help our customers pick a direction that they haven’t thought of yet, or help them flesh out one they have thought of, its difficult to move ahead. Touchy customers are also much like dinosaurs in that they hate change. So getting them to change the way they do business, or move them in a specific direction is exceedingly difficult. My advice - charge extra when you encounter one of these. Special note to my customers - none of you are touchy, no really. And I never had a touchy kid.
The Spirited Customer - These customers are fun because they are highly creative, come up with hundreds of new ideas a minute and never sit still. They are customers on speed, hyperactive, often with ADD. They are also frustrating to work with as they change direction about 50 times in one project. They are also highly unpredictable, such that they will send you an email in the morning saying they hate the business plan, and in the afternoon saying they only have 2 small corrections - in other words prone to exaggeration. Their projects tend to run overtime and overbudget, but the final product will be awesome - generally speaking. My son Aharon and daughter, Sima are spirited but when they smile the whole world smiles with them.
The Grumpy Customer - This is the customer you should never be cursed with, and turn them away if you meet them. Cross the street, do anything to avoid them. Nothing is good enough, they agree to nothing, they expect everything, and they don't want to pay. Stay away - not worth any money.
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