Hey Creative Badass,

Oh, look - a newsletter, haven’t written one of those in a couple of weeks!

See, even the marketing pros fail to stick to a schedule sometimes.

It’s time to spit some truths 👇

The customer ISN’T always right!

I know, wild. But trust me, after over 15 years of dealing with customers, clients, and buyers, I’ve concluded that this mantra is outdated.

9 times out of 10, yes, they are. That’s called good customer service.

But I can bet my bottom dollar there’s one customer you’re thinking of that is an utter pain in your 🫏

It’s okay; you can call a spade a spade ♠️

As a business owner, you need to be cautious of the 🐴🤠 who will take you for a ride just for the heck of it.

So, let’s unpack when the customer MIGHT be wrong.

For funsies, because we can 💅

5 Times Your Customer Is Probs Wrong

5. Ghosting 👻

We live in an age where we expect too much communication. We have busy lives, and things out of our control happen. There is no drama.

HOWEVER! In terms of B2B, when clients flat-out refuse to communicate with you, and it’s clear they’re being avoidant - they’re WRONG.

If you have given your time, services, and/or products and not a single soul in the business can be bothered to communicate, it tells me a few things:

• They don’t care about their business/reputation

• They have no respect for themselves

• They have no respect for you

  I said what I said, and I’ll take no further questions.

4. Not Respecting Boundaries 🫸

On the other hand, some people wouldn’t know what ghosting looks like if it slapped them in the face.

You know the types:

Contacting you through inappropriate channels, at ridiculous times, and about trivial things. The ones who are likely paying you the least but expect the most.

They will squeeze you until you dry and still dare to tell you your prices are too high, they want more for their money, or they’ll be late paying invoices—AGAIN.

And yet, should you be inclined to pause their services, they’ll give you a mouthful.

I’m sorry; any behaviour like this from a grown adult is simply unacceptable.

3. Not Paying 💸

On that delicate note - not paying.

B2C is a different kettle of fish. However, in B2B, refusing to pay or avoiding paying is the ultimate sin.

Especially if they’ve chosen the above two routes as their break-out-of-jail plan.

Nah, sunshine, you’re either:

→Broker than the British Government

→A thief masquerading as a business owner

→A sorry excuse for a human being

If you have one of these clients, don’t let them off the hook. Seek legal advice and take action. If you don’t already, ensure you have a contract and T&Cs.

Freelancers, I’m looking at you 👀

2. Throwing a Temper Tantrum 😭

This one is self-explanatory. I’m the most emotionally dysregulated person on planet Earth, and I’ve never once felt compelled to scream at someone providing a service to me.

If you have a customer like this, I suggest simply sending them a link to a therapy directory and telling them to return once they’ve figured themselves out.

(I’m not joking).

1. Being a D*ck

To round off the list, the overall point is pretty much as follows:

The customer is always right, except when they’re being a d*ck.

Ooooh, you can’t say that!

I just did, and I’ll say it till the cows come home 🐄

All of us are trying to make a living, avoid crumbling beneath the weight of the economy, and have a nice day or two in between.

The notion that the customer is always right breeds horrible behaviour and leaves smaller businesses fighting for their lives.

If you think any of the above points are dumb, I don’t know what to tell you.

Maybe you’re part of the problem!

For anyone dealing with these issues, karma will get them even if you don’t.

🥒 If you often find yourself in this pickle, it might be time to reassess your target audience.

Making money is one thing, but feeling like a pile of 💩 every day because of several rotten 🥚 ain’t worth it.

If you wanna work with some awesome, non-d*ckish humans who won’t do any of the above, then let’s be friends 🙌

Sonder is your agency of creativity. 

We’ll supply the popcorn and make your blockbuster ideas a box-office reality. 

Here are 2 ways we can work together:

🎬 Brand Voice Script

Your brand script tells your story (Purpose), how you solve your customer’s problems (Promise) and how you stand out from the crowd (Personality).

Consider your brand script your movie trailer that hooks your audience and keeps them returning for the epic sequel.

✅ 2 x 1.5 Hour Discovery Calls

✅ 1 x Brand Script, including your mission, values, brand purpose + brand phraseology

✅ Learn how to make your audience give a sh*t about your brand (aka sell without selling)

This way to build your show-stopping brand script

🎯 Brand Builder Script

Get the red carpet ready with a Brand Builder Script! Get everything in the Brand Script PLUS the development of your visual brand identity. 

✅ Brand Script

✅ Brand Strategy

✅ Visual Brand Guide

✅ Social Media Templates

Want the full works? We got you.

Ready to find your DREAM audience?

Reply to this newsletter & we’ll make it so 🪐

Catch you next episode! ✌️

Demi & Hannah

Sonder Script | Creative Agency 🎬

P.S. If this week’s newsletter offended you, please contact our complaints department.