Kathryn has one particular customer who’s always difficult. He argues about prices, expects every order to be rushed, and is often just plain rude. This week, Kathryn’s company is running an unadvertised special that Kathryn knows would benefit her difficult customer. However, Kathryn doesn’t feel like letting him know about the discount opportunity. She knows she won’t lose his business—after all, she’s the only salesperson willing to put up with him! What do you think? Is it ethical for Kathryn to exclude this customer from potential savings just because he’s difficult?

Question

08-05-2024
Business

Answered

Kathryn has one particular customer who’s always difficult. He argues about prices, expects every order to be rushed, and is often just plain rude. This week, Kathryn’s company is running an unadvertised special that Kathryn knows would benefit her difficult customer. However, Kathryn doesn’t feel like letting him know about the discount opportunity. She knows she won’t lose his business—after all, she’s the only salesperson willing to put up with him! What do you think? Is it ethical for Kathryn to exclude this customer from potential savings just because he’s difficult?

Answer :

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abt3660 abt3660 · Answer 1 · 2024-05-08T18:56:14-04:00

Answer:

While it's understandable that Kathryn might feel frustrated dealing with a difficult customer, excluding him from a discount opportunity simply because of his behavior raises ethical concerns. Here are a few considerations:

1. Fairness: Excluding a customer from a discount opportunity based on personal feelings or behavior is unfair. All customers should be treated equally in terms of access to promotions or discounts, regardless of how difficult they may be to deal with.

2. Professionalism: As a salesperson, Kathryn has a responsibility to maintain professionalism and provide the best service possible to all customers, regardless of their behavior. This includes informing them of relevant promotions or discounts that could benefit them.

3. Long-term Relationship: While Kathryn may feel that she won't lose the difficult customer's business, it's important to consider the long-term implications of excluding him from opportunities. Building a positive relationship with customers, even challenging ones, can lead to loyalty and repeat business in the future.

4. Company Reputation: Acting in a manner that could be perceived as unfair or discriminatory could harm the company's reputation. Customers may view such actions negatively, and word-of-mouth can spread quickly.

Instead of excluding the difficult customer, Kathryn could use this as an opportunity to provide exceptional service and potentially improve the relationship. She could inform the customer about the discount opportunity politely and professionally, emphasizing the value it could bring to his business. If the customer continues to be difficult, Kathryn can still maintain her professionalism and handle the situation with tact and patience.