How to Survive Difficult Customers
As business owners, we’ve all had the unfortunate experience of dealing with an angry or difficult customer. And while I don’t believe that the “customer is always right”, I do know that dissatisfied customers can not only ruin an otherwise nice day, but can damage the reputation of your business. So while you may have to bite your tongue, if you want to have a successful business, it is your responsibility as the owner to deal effectively with an unhappy customer.
Read the article in Gourmet Retailer, January 2007, entitled “Nine Tips for Dealing with Angry and Difficult Customers”. Author Dave Kahle offers straight forward, realistic suggestions for turning an irate customer around. These tips include:
1. Don’t take it personally. This leads to a defensive posture and more problems. As the author says, “it’s not about you”.
2. Listen. Give the customer a chance to say everything they need to say, even if they need to say it twice! Not only does this allow the customer to vent, it gives you time to think before reactin.
3. Empathize. To do this effectively, think about how you feel when you’re not getting what you think you deserve. It comes across if you’re not empathetic and not sincere about your reactions
4. Apologize. You don’t have to say you, personally, were wrong but that you’re sorry about the whole situation.
5. Don’t Blame. My favorite suggestion. As the author explains: no one wants to hear excuses. When you offer excuses, you’re more concerned about putting yourself in a good life than in satisfying the customer.
6. Ask about the details. It shows you’re interested.
7. Make realistic promises that will correct the problem. Don’t offer what you can’t deliver. That adds fuel to the fire.
8. Deliver more. Whatever you promise, do better than that. A little extra shows you really care.
9. Follow up. A quick phone call to double check that the customer is satisfied can go a long way to getting that customer back.
What techniques have you used to deal with unhappy customers?
1 comment February 8th, 2007
