Greg Hartnett

All of us now spend so much time online. At times it is difficult to remember that there is a person attached to the other end of that email, forum post, or blog comment. In our world of near anonymity it is so easy to flame. When you don’t have to see the expression of pain, frustration, or anger on the other person’s face, it almost isn’t real. It is important to remember that there are real people “out there”.

Nowhere is this more important than when dealing with customers. Lose your cool with a customer and it could cost you. A lot.

But there is more to it than just not pissing off your customers. In today’s marketplace, you need to protect your customers. Protect their data, protect their privacy, protect their secrets. And often, protect them from themselves. This can prove the most difficult of tasks, because you are usually trying to convince them to do something that is contrary to their established beliefs.

Most business owners are impatient, scared, and less than experts in your field. They make decisions based upon fear. They wants results yesterday. They heard someone say at a cocktail party this is the way that it needs to be done.

It is your job - dare I say your duty - to steer your client down the proper path. Do all that you can to help your client recognize your wisdom, and proceed accordingly. If you are unable to effectively persuade your client to take the right course of action, then walk away. Politely inform the client that you would rather lose the account than be associated with a practice or action that you know will harm him.

Chances are once he hears your conviction, he will come around. If not, then let him go down on his own. When it comes to doing it the right way, there should be no compromise. After all, it’s for their own good.