Selfless Act Loses Customer – Gains Respect

I heard a story the other day that makes me wonder how you would react.

A friend of mine is a writer and met with a prospect to discuss the possibility of setting up a blog.  She listened to him tell about his business and  describe what he hoped to accomplish with the blog. 

Great guy.

Great product.

As she listened she didn’t really feel like a blog was the right answer, but she couldn’t immediately think of another alternative.  Because although he wanted to connect with others on the net – he really wanted to tell his story rather than start a dialogue.  He was interested in search engine results and wondered at the length of time it would take to create a community.

He was right.  The story he has to tell is one of innovation and safety and economics but isn’t really one that will illicit back-and-forth dialogue. 

He wanted a multi-month agreement which would have brought my friend steady income and the opportunity to build a relationship with someone she was quickly growing to like and respect.

She put the proposal together and sent it to him, still not sure blogging was the right answer. 

Later in the week she learned of a new tool that was more search engine oriented.  Ron McDaniel of Employee Ambassador has created a search engine tool that looks like a blog in that it has regularly updated posts, but it works more like a search engine tool – very heavily focused on key words and target audience.  The tool has a clean, focused look which centers the readers attention on a call to action offer.  He provides key word research and monthly reporting.  A tool more in line with what my friend’s prospect described.

She talked to her prospect and assured him that she’d love to work together but she’d found another tool more in line with his needs.  By sharing this information – she instantly said goodbye to a regular contract and steady income.

What would you have done?  What HAVE you done?  Have you run across a situation where a competitor offers something more in line with your customer’s needs?  Do you hand the customer over or try to replicate what they offer, knowing you aren’t as skilled and don’t have the same tools? 

I told my friend that hopefully her prospect understands the sacrifice she’s made in the interest of what is best for him.  Ultimately, she has planted the seed of a relationship based on trust and true understanding with this prospect.  As a businessman, hopefully he has gained a new respect for my friend and will remember her in the future for other projects.

What would have you done?