March 2, 2012
by Hatch

RESPONSIBLE vs RESPONSIVE

I was approached recently by a friend asking for advice about how to deal with a particularly passive-aggressive customer who was hoping my friend would reduce her consulting rate after the fact – but only “…if she felt her work wasn’t worth the original estimate.” My friend was understandably upset and confused. Did this mean the customer felt the work she delivered was inferior, or over-priced, or was he simply fishing for a deal. In the end, she chose not to take responsibility for his passive aggressive inquiry and simply stood firm on her invoice.

 
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