Every now and then, I will come across a customer who genuinely believes that the laws of physics and business do not apply to other vendors—only to me.
Case in point: the customer who insists that my competitors can produce high-quality coverglass samples for free and in one day while my processes takes 3 days.
So, how do I handle this without pulling my hair out?
Because apparently, time machines and free unicorn samples exist elsewhere!
Here are some tips on how I manage it –
1. Stay Calm—Even When You Want to Laugh Out Loud
The first instinct might be to react with disbelief or sarcasm. But take a deep breath. Stay professional, and always remember: your response reflects your business. Even if their expectations are wildly unrealistic, they may genuinely believe it’s possible.
Response Tip:
“Thank you for sharing your expectations. While we cannot speak for other vendors, we prioritize quality and accuracy in every sample we produce. Our 3-day timeline ensures we deliver a sample that meets your exact requirements.”
Translation: “If others are promising miracles, that’s great. We prefer to live in the real world.”
2. Explain the Value of Quality and Expertise
Customers often get caught up in the idea of speed and cost without considering the value they’re receiving. Use this opportunity to educate them on your process.
Response Tip:
“Our sample production timeline of 3 days allows us to focus on precision, quality checks, and customization. Rushed work often compromises these aspects, which is why we prefer to take the necessary time to deliver something we are proud of and you will love.
Here, you are not just defending your timeline—you are highlighting the care, craftsmanship, and attention to detail that set you apart.
3. Call Out the ‘Free Sample’ Myth (Diplomatically, of Course)
Let us face it: nothing in this world is truly free. If competitors offer “free” samples, chances are, there is a catch. Maybe it is built into future costs, or maybe it is a low-quality prototype that is not even worth using, or maybe they have already gained huge businesses from the customer.
Response Tip:
“While some companies may advertise free samples, we believe in transparent pricing and delivering a product that reflects the real-world experience. Our pricing covers the cost of high-quality materials, skilled labor, and the expertise that ensures you get a sample that is ready for production.”
4. Politely Call Their Bluff
Sometimes, the best way to deal with an unrealistic claim is to (nicely) turn it back on the customer.
Response Tip:
“We do love to see one of those one-day samples! If you are comfortable sharing, we can help you compare the quality and timeline so you can make the most informed decision.”
This puts the ball back in their court and subtly makes them question their own statement.
5. Know When to Walk Away
Occasionally, you will meet a customer who is committed to being unreasonable. If they continue to push for something that’s simply impossible—or worse, threaten to take their business elsewhere—it is okay to let them go. Not every customer is worth the stress, and sometimes parting ways is the best option for everyone involved.
Closing Line:
“We understand if our timelines and pricing do not align with your current needs. We are here if you ever want to prioritize quality, transparency, and long-term value.”
Final Thoughts
Handling a customer with unrealistic expectations is a delicate balancing act. It requires patience, professionalism, and a bit of clever wording. Remember, your goal is not to convince them at all costs—it is to stand firm in your value while maintaining a customer-first attitude. At the end of the day, the right customers will appreciate your honesty and commitment to quality.
And if someone does find that magical vendor who can create free samples in one day… send them our way. We do love to meet them!
Raymond Chew
SGK
07.02.2025
