Affordable or A-force-able

On November 7, 2009, in English, General, My work, by Kok mING

Let’s not critic on my bad Mal-lish in naming this entry… I have something to share with you. This was happen two weeks ago, and until now, I still find it is hilarious.

Before we start, I have to explain to you about my role. As many of you know I am a person who handle the client engagement for example chit chat with them to find out what they want, prepare a quote / proposal and so on. My company (not my business) is a Software house… To simplify this, you can call me IT Sales-person and we start the interesting story-telling now.

A customer approach me a.k.a. the IT Sales-person to enquire a quotation for a application report customization. Without any delay, I reply with a quotation which is RM1,000. The customer was shocked and reply “Why so expensive?”. The customer start to challenge that the original report that we deliver to her was a piece of junk and why she has to pay for fixing the junk. I totally agree that we should not pay for junk! So I support her and request her to justify it. Sadly, she couldn’t. I couldn’t help her so I advise her to reconsider our quote.

Then she say, proceed with it and she will pay RM400… Ok… This is getting interesting. She wants the work to be completed but only pay 40% of the price? Immediately, I declined by saying that is not enough to cover the running cost and it will be a net loss for my company. Then the conversation start to be not-so-pleasant but I am generous enough to complete the work for her and to discuss the pricing later. But she is not agreeable to that and wanted to rebill me on the time she spent to speak with me… Now, let’s see who wants to deliver the work and who is trying to be ridiculous…

If you find something is expensive, you have 2 choices. Buy or Leave to another alternative. Simple as that.

Even that you own a piece of junk, you want to dispose it. You will still have to pay for the disposal fees, correct?

Again… apply the same situation on KFC Shrimp Stix . Can you tell KFC that your shrimp stix is only 20% of your advertising size, so I will only pay your 20% of the price? I believe the Uncle KFC will turn alive and dip you into the burning oil… :hahaha:

Another example, I am a very difficult customer for TMNET Streamyx. However, I still have to pay FULL subscription fees every month, otherwise they will terminate my account and charge me reconnection fees after I settle the outstanding bill! Yes! They terminate you and still charge you for reconnection… how ridiculous… furthermore the best effort basis is the worst in the world. I wish I have the power to demand but no…

You see, in a commercial world. We are the consumer, the best way to safe guard our benefit is to be a smart consumer. The provider can choose whether or not to deal with you too. So, there is nothing by force…

If the customer can set the price and the provide has to accept it. Then I will go to Japanese restaurant eat the abalone and salmon sashimi for RM1 / meal… because the restaurant are serving the dead corpses of fish without any cooking. I am so kind to go in and eat them all, save their money to dispose those junk too! :xd:

 

Hope you had a good laugh and able to find some learning points in this entry. 🙂

 

2 Responses to Affordable or A-force-able

  1. khang says:

    oh well,
    welcome to the business world.

    You forgot about counter offer.

    Say for example in my case,
    if Rm1k is too "expensive", I would normally counter offer the client(pesky client that is) with something even more expensive.
    Say a firewall that cost about rm4k, I would counter offer another more expensive firewall with tons of features that the client doesn’t need (and a lot less work to do)at rm10k. There goes the comparison and if the client refuses to buy or rejects the solution, the client could just walk away and save me some breaths.
    I don’t want problems with my business and I am sure the client doesn’t want problems.

    My point is, if you can cut down the cost, go with it and mention about the results of cutting the cost.
    If you can’t; then raise the price and provide something better that benefits both parties.

    If the client is willing to go for the higher priced package, I would happily do it and make sure my client is happy with it as well. win win situation. I get better revenue, better satisfaction; my client gets better result, better response, better equipments.

    if the client is not willing to go for the higher priced package but insisted on the original package and asked for ridiculous discounts, I would just go off and say bye bye. I don’t want to become a cheater in business and I dislike people cheating me in my business. I’m not even on a monopoly game to challenge my client try not to use my service.

    and… RM400 for a programing job? fuck it! It’s like spending RM400 to get yourself a Fortigate 50B+all the configuration+support+everything. Go find one in the market. I don’t offer fuckup dlink/linksys router and setting it up for RM400.

  2. Kok mING says:

    Ok… Thanks for advise.

    Counter offer doesn’t work in my business simply because in the customized solution environment, you have to deliver according to the specification. Removing anything from the specs will not meet the requirement… She wants everything contain in the specs with low price.

    I’d offer the solution to cut down the price by skipping the "testing" phase which say like RM300 but it won’t work since she refuses and claims we deliever junk.

    The situation is she wants a VIOS but with the price of VIVA…

    The entire scenario is just a joke and sad that I could not turn her down due to "customer satisfaction"… have to use the losses to gain the goodwill of the business. Rather than being called a blood sucking business…

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