Residential

Sales 101: Four Customer Personality Types To Watch

When they really want to make the sale, you may want to treat these four personality types with caution.

2 MIN READ
The Princess

The Princess

As any remodeler can attest, customers come with all different personalities; someone who might be a great fit for one business could be a nightmare for another.

Here are four customer profiles that, while not always deal-breakers, could spell trouble. Proceed with caution and consider whether this client type is right for you.

Expect detailed ideas, specific requests, and high standards. That’s not necessarily bad—your company does great work, right? The trouble comes when those specific requests include items outside of your buying process (have to have those pricey vintage fixtures!), or those details change after the project starts to come together. If you don’t work well with change orders or going outside of your established protocol, it may be time to part ways.

The Ghost

The Ghost

They seemed really interested; their project fit the type of work you do; you got along well. But now, it’s radio silence. If several attempts to get in touch (using their preferred contact method) fail, it’s best to move on and focus on more productive leads. If you do hear back later, politely inquire as to why they stopped responding—if they offer only a feeble excuse, think carefully about proceeding. A wishy-washy prospect can turn into a difficult client.

The Superhero

The Superhero

This client usually means well. They want to be involved and may think they can do some of the work themselves—they want to help! Maybe they really are a good DIYer; maybe their previous attempts have left their home looking like The Money Pit. Either way, you’re there for a reason. Be ready to explain why you do things a certain way, why they can’t buy the materials or install the appliances. If that doesn’t interest you, it might be best to move on.

The Werewolf

The Werewolf

This is a client smart remodelers should avoid: demanding, argumentative, and unwilling to spend. They might undermine your process, cancel frequently, complain about costs, bad-mouth other pros, or insist that they deserve the unattainable—or all of the above. When you encounter a client like this, it’s almost always best to respectfully decline. Like a werewolf bite will transform its victim, their negativity will infect you, too.

About the Author

Mark Hunter

Mark Hunter, “The Sales Hunter,” is a recognized sales and marketing leader. His latest book is "A Mind for Sales: Daily Habits and Practical Strategies for Sales Success." He is also the author "High-Profit Prospecting" and "High-Profit Selling: Win the Sale Without Compromising on Price." Hunter helps companies identify better prospects, close more sales, and profitably build more long-term customer relationships. To find out more, visit thesaleshunter.com.

No recommended contents to display.