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What To Do When Your Customers Are "Googling" You
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By Rich Karpinski

We've all run into them: customers who've pre-researched a topic and now want to tell *you* what the right service, product or price is for your business.

Check out this description of a doctor getting "googled" by phone -- it may ring a bell:


We had never met, but as we talked on the phone I knew she was Googling me. The way she drew out her conjunctions, just a little, that was the tip off stalling for time as new pages loaded. It was barely audible, but the soft click-click of the keyboard in the background confirmed it. Oh, well, it's the information age.


The doctor in this story goes on to meet the patient, ultimately rejecting her in exchange for his sanity.

He also talks about the types of patients he likes:


Nurses are my favorites they know our language and they're used to putting their trust in doctors. And they laugh at my jokes. But engineers, as a class, are possibly the best patients. They're logical and they're accustomed to the concept of consultation they're interested in how the doctor thinks about their problem. They know how to use experts
.

Maybe doctors and surgeons can be so picky about their patients/customers. But most small businesses can't afford it.

Even Googlers are welcome -- and I'd argue *especially* Googlers. If someone is knowledgeable about your field or your business, treat them with respect. Treat them as a peer. The concept of a "meddling" patient is way too "old school". Smart biz's want smart customers -- and more than anything they want Raving Fans.

Which made us think: what makes a good customer? Let us know what you think in the comments section.













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