No matter what industry your business is in, you are bound to encounter difficult customers and clients at some point. Whether you’re working to satisfy the demands of picky homeowners or provide emotionally intelligent advice to clients in difficult financial situations, you need to know how to confidently face complexity. Follow along as we provide some strategies for working with an array of difficult customers so that you can better help them when they come to you.
Talking Money When Money Is Tight
One customer you may encounter quite often is the person in a financial pickle. On one hand, it is entirely reasonable for a business to choose not to assist in these situations. After all, you have your own bills.
However, if your client seemingly has few financial options, there are things you can do to continue to provide your services to them. For example, you can add payment plans to your business, whether managed in-house or through credit services. Just remember to speak respectfully of both their financial situation and your own business needs. We’ve all been there; being understanding and being honest is the best policy here.
Satisfying the Customer Who Is Never Satisfied
On the other hand, you might encounter a customer who is simply never happy. Whether they return to have you remake their cappuccino four times or demand a refund after fully benefiting from your services, these customers are undoubtedly difficult.
Start by hearing their complaint and, if a solution is available, offer one. If they continue to be dissatisfied, suggest actions both you and the customer can take to mitigate the issue. There may come a point where you cannot meet the ever-changing needs of an individual, and there’s no shame in admitting this as a business. If serving them is becoming a drain on your business’s finances or the mental well-being of your staff, don’t be afraid to cut ties for both your sakes.
Providing Guidance Through Indecision
Another complex customer you may meet is the one who isn’t entirely sure what they want. While this dilemma can be a grand opportunity to share your expertise, this period of indecision can continue for some clients. This experience can be particularly taxing for home renovators or material salespeople who then render their services piece-by-piece.
Visualization can be a powerful tool for managing clients who aren’t sure what their options are. Creating 3D renderings and showing display products can help guide a customer toward a decision. You should also be clear and fair about your time as a business, as it is valuable. Offer help while giving them a timeline to think it over before you return to discuss further. Remain open to helping, but avoid letting a single client’s indecision consume your team’s bandwidth.
Becoming Your Best Customer Service Self
The best way to handle all difficult customers, no matter the nature of the challenge, is to develop your business’s customer service skills. Even those in the most complex and sensitive industries, such as tax preparation, can incorporate customer service skills and better meet the demands of their clients. Listening and maintaining a sense of calm require practice, but once you master these talents, you can better work through even the most challenging scenarios.
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