Managing Difficult Customers

As a business owner, how do you deal with difficult customers? These customers may be the “hard to please”, they may be dissatisfied with the level of service or product, or they may simply be difficult people.

Each situation will need the same set of skills.

Listen.

If you are face to face, keep a neutral face and make eye contact. Nod, and look sympathetic. If you are on the phone, keep you voice calm. Actively listen to what the customer has to say. This will diffuse the customers anger, make the situation easier to reach a solving point, and give you time to think.

Act, don’t react.

After the customer has finished, let them know that you understand their frustration. Ask them what you can do to remedy the situation. Would they like the work re-done, or is there a simple repair? Would they like to return the product? Based on their answer, focus on a plan of action that will satisfy this customer, retain their business, and control your costs.

Offer an apology and don’t explain blame.

Apologizing to the customer for their inconvenience will let them know you understand their frustration. Remember, you may offer solutions, but not blame. If someone in the company is to blame, that is your problem as the owner. Always present a pleasant front to the customer, and let them know you are in control. Accessing blame to a process or an employee may give them the impression you don’t know what goes on in your business.

When you make a promise to deliver a solution, keep the promise.

Customers hear promises, they believe actions. As you are growing your business, one of your goals is to maintain the integrity of your company. Maybe the product was less than promised, but your company will not be.

Exceed your promise.

If you have agreed to replace the product, send the replacement and something extra. If you are replacing a printer, send an ink cartridge. If you are re-doing a service, offer an additional service for free.

Additional resources:

Managing Difficult Customers

Difficult Customers-Restaurant Managers

Small Business Success-Difficult Customers