Dealing with Difficult Customers
When you’re running a business, you come across all types of difficult customers. Sometimes they’re upset about the quality of the product or service they’ve received. Other times they’re looking for a way to get something for nothing, and want to take full advantage of any kindness you might be willing to share. If you’re providing a legitimate, quality product or service, most customers are as pleasant and respectful to you as you are to them. Hopefully it doesn’t happen often, but if you’re in business for long enough, you’re bound to encounter some challenging customers. Rude or angry customers can cast a black cloud over your entire day if you let them, but there are ways that you can try to diffuse the situation.
1. Remember it’s Not Personal
Disgruntled customers may resort to attacking you personally, name calling, and other juvenile behaviors. If this happens, it is important for you to remain calm and not take unkind words to heart. If you respond in kind, the situation will only escalate and both you and the customer will walk away from the conversation feeling worse than you did before it started. Take the high road. If you show kindness and understanding, and genuinely try to view the situation from the customer’s perspective, you can often diffuse their anger.
2. The Customer is Not Necessarily Always Right
If you’ve attended customer service training programs, you’ve been told that the customer is always right. To some extent, you should take this advice to heart, because you do want happy customers who keep coming back to do business with you. You should do everything you can to accommodate a customer who approaches you with a genuine issue, but it is a mistake to blindly assume that every customer is right every time.
3. Understand That It’s Not Always Something You Did or Didn’t Do
Generally, when somebody has a bad day, they want to take it out one someone. Upset customers are often just people having a bad day, for reasons that have little of nothing to do with your business. If you patiently listen to their concerns and respond in a considerate manner, letting them know that you will work with them to resolve their problem, you put yourself in the position to help make their day better, and this kind of approach creates loyalty.
4. Don’t Let Customers Bully You
When threatened by a customer, realistically evaluate the situation before you panic and give in to unreasonable demands. If the demand is reasonable, do what you can to help, but don’t just give in because a customer makes a threat. Stand by the values of your business.
5. It’s Not Always Worth Saving a Customer Relationship
Word of mouth is a very powerful tool that can ultimately make or break your business, and while a happy customer may recommend you to a friend, an unhappy customer will often complain about you to several. Therefore, it is usually in your best interest to do whatever it takes to keep customers happy. On the other hand, a customer who repeatedly complains or refuses to be satisfied no matter what you do is ultimately not worth the time and effort.
Need help dealing with difficult customers? Pamela Finnesand, The Business Maximizer can assist you! Schedule your complimentary Business Breakthrough Strategy Session today.
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