When your business sells goods or services, part of the model includes finding and attracting customers. But what happens when some of those individuals make things more difficult?
As part of our “how-to series for small business owners,” we dive into the answer to that question. We’re outlining how to deal with difficult customers and keep things moving smoothly.
What are Difficult Customers?
A difficult customer can come in various forms. You may encounter customers who are angry about their experiences with your company or individual members of your team. Some customers are highly indecisive, taking a long time to choose something or asking countless questions along the way.
You could also encounter customers who are particularly demanding or come with high expectations. Demanding customers often ask for things that aren’t feasible or expect that their wishes will always be granted. Some customers are prone to finding fault, making it nearly impossible to satisfy them.
5 Ways to Deal with Difficult Customers
The way you deal with a difficult customer often depends on the unique situation. A customer who is demanding will likely need a different course of action than one who is upset by an interaction with a team member or the business overall. But the following five tips can help you get through any situation with poise and patience.
Empathize first
The first tip for dealing with any type of frustrated or challenging customer is putting forth as much empathy as possible. Try to put yourself in that person’s shoes and think about why they are upset or dissatisfied. Echo their frustrations and emphasize that you understand where they are coming from and why they aren’t happy.
Stay calm
In heated situations, remain calm and collected. Even if the customer is getting louder or more angry in the way they are speaking, your calm tone may carry over and help them settle down.
Respond how you would if other customers were listening
When interacting with difficult customers, imagine that an audience of customers or potential customers was listening in on the conversation. Shifting your perspective can serve as an emotional reframe, allowing you to respond in a way that reflects the culture of your company.
Invest in customer service
Building a strong team is challenging for the leader of any business, regardless of size. But small business leaders face unique difficulties, whether due to the competition with larger organizations that have more resources at their disposal, or budgetary constraints.
When building your team, take the time to look for people who will deliver excellent service to customers. Make sure everyone knows the expectations when interacting with customers, and establish consistency in the messaging.
Map out the next steps for difficult customers
When you deal with a difficult customer, it’s important to determine what will happen next. Ensure that everyone is on the same page and understands the next steps. And, most importantly, don’t skip any of those steps. Follow up on what you say and keep your promises.
Various situations can leave customers feeling unhappy. But the way you and your team respond will determine their overall impression of the company. In some cases, you may be able to salvage a difficult situation and maintain loyalty.
Don’t miss the other posts in our how-to series for small business owners. You can get insights into various aspects of running a business, including:
