How To Deal With Difficult Customers

Posted by Karen Erdelac on Mar 13, 2019

How To Deal With Difficult CustomersOnline shopping, meal delivery services and review websites have empowered customers by giving them a variety of purchase options and outlets to speak their mind on a particular business.  In any industry, some more than others, you will be faced with difficult customers.  Whether or not they have a reasonable gripe will vary case to case, but there are some standard steps you can take to diffuse most situations.

Listen And Accommodate Reasonable Requests

One of the best ways to diffuse a difficult situation is to simply let an irate customer air their grievances.  If they have a legitimate complaint, take the steps necessary to make them happy, within reason.  In many cases, fixing a situation where a customer feels they have been wronged can help to create a long-term customer.  You should have a written strategy for dealing with the various situations that occur specific to your business.  A prompt solution will help to mitigate any lasting damage that a bad review or outlandish scene may cause to your business.

Be Direct With Respect

While you always want to be respectful and not stoop to anyone’s level, be sure to set clear standards regarding how you expect to be treated.  If a customer is being unreasonably rude or talking down to you, this should be addressed early on in your relationship.  No amount of business is worth the loss of your self-respect.  An overwhelming majority of small business owners started their companies because they wanted to be their own boss.  It is important that you don’t let your customers take that role.  This applies to your employees as well.  They should be trained on how to deal with these types of customers and when it is best to escalate the situation to management.  Finding quality workers can be just as difficult as bringing in new customers, and often times more expensive.  Be sure your employees know that you care about the way they are treated.

Know When To Cut Your Losses

The notion that the customer is always right is not exactly true.  There are times when people act out and make unreasonable requests.  In these rare circumstances it may be best to cut ties with them.  Allowing customers to treat you or your staff poorly and then rewarding them for it will only cause these situations to occur more frequently.  Whenever possible you want to put the customer first and do everything to satisfy them.  If your best efforts are not effective, don’t be afraid to let them go.

Click Below For More Small Business Fundamentals 

Small Business Financial Fundamentals

Topics: Small Business