In business management, it is inevitable that you will occasionally deal with difficult customers. These customers might be demanding, hateful, and downright evil in their demeanor. This presents quite the challenge for a business, as they have to find a way to not only put up with these folks, but to keep them as customers. Even difficult customers are valuable, and in today’s economy we can not afford to be picky about personalities of paying customers. With that said, how do we deal with these customers in an efficient way? That is the focus of this article.
When you have a difficult customer, it is vital to first understand that at the root of the difficulty is a problem. No customer comes in to hear themselves rant, though it may seem that way sometimes. If a customer is upset, then there is a problem that they want to communicate. This is at the heart of every situation like this. The challenge is to find the problem, and determine if you can fix it. Try to ignore all the rest, and simply focus on finding out what has them so upset.
Once you know what the problem is, then make a determination on whether or not you can fix the problem. The vast majority if things should be fixable. For those problems that can not be fixed, you need to ask yourself why. Is it because it breaks company policy? Is it because the problem physically can not be fixed (for example, a product that is out of stock)? Knowing the answer to these questions is the biggest key to solving this situation.
Spend ninety five percent of your time listening to an upset customer. Listen for the chance to make them happy. They usually will give you a good idea about what they want, and if they are just ranting you will at least make them feel listened to. Sometimes that is all they need. Most often though, they will be looking for a solution to a problem.
When you realize that a problem is above your head, and requires someone else to help, then stop them and explain that. Do not make them go through the entire story several times. That will only elevate the situation. Give them polite consideration regardless of what they give you. Never be condescending. Never speak over people. Always make certain you are carefully listening, while at the same time actively thinking of a solution. Do not think ahead of the problem. Simply think of what is laid out before you.
Finally, when you reach the point where you are supposed to act, do so with efficiency and kindness. If ever the Christian principle of “do unto others as you would have them do unto you” applied, it is now. They are expecting you to probably be difficult and hard to get along with, as we often look for what we give out in return. If you give them kindness, however, you will most often get that back. The customer will often calm down quickly, and a resolution can be reached.
Some customers just aren’t worth keeping. If they’re too much trouble, let them go.
Comment by Rich — June 25, 2009 @ 5:23 pm