Most parents know this.
There’s always a phase where the little one starts “testing the boundaries.”
If I yell loud enough, will mommy cave in, drop everything, and play with me?
When daddy says I can’t smash his phone on the floor… is he serious?
When grandpa shakes his head, does it really mean ‘no’… or do I just have to pretend I’m going to cry and I’ll get whatever I want?
Babies are smart.
They understand what you’re saying…
…and they are always “testing” to see what is a “NO!” vs “no?”
The interesting thing is –
A similar behavior is happening with your followers.
A small segment of your subscribers will always want to “test your boundaries”
Can I ask for an extension after missing a deadline?
Can I make you dance like a monkey upon my request?
The sad thing is…
Most brands take the positioning, “the customer is always right,” and cave in to the unreasonable request.
BUT
When you yield to these requests…
You lose respect from your most loyal customers. Yet…
The “whining babies”—the loud minority on your list—will never become loyal customers
(Don’t believe me? I’ve seen too many businesses extend their deadline because a prospect asked them… but these prospects rarely end up buying.)
But this is YOUR house.
You set the rules.
You PROTECT the rules.
When you stand firm, your most valuable and loyal customers will love you even more. Remember, you are trying to attract fans, not followers.
Talk soon,
– WYH