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10 Secrets to Communicating with Difficult Customers

DSC05346Difficult customers can drain your profit margin, energy, and time. They can also do lasting harm by sharing the negative experiences they had with you to your community and potential customers. In the end, difficult and disgruntled customers can quickly destroy the reputation you have worked so hard to build and protect.

I was recently a guest on #smallbizchat on Twitter and addressed this topic. It was a lively and engaging hour with great input.

Here are 10 tips that I shared on the chat.

1. Bridge communication gaps by looking for similarities, not differences. Build rapport.

2.  Approach the situation with a calm and friendly demeanor.

3. Expect to find an amicable resolution that will leave both sides feeling like winners.

4. Identify the main issues and stick to them.

5. Allow your customer to finish his thoughts without interrupting.

6. Use the “P-R-R” method when speaking: Pause, Reflect, Respond.

7. Avoid trying to settle a dispute with e-mails or technology. Quickly arrange an in-person meeting when possible or pick up the phone to  discuss the situation.

8. Ask the customer how they would like to see the problem resolved.

9. Listen with empathy and compassion. People don’t like to be ignored.

10. Leave on good terms.

A balance of assertive communication skills and self-confidence can help you better handle difficult customers.

In the end, trust your gut and intuition. If you think back on the problems you’ve had with customers, you will likely recall an initial incling or red flag that you ignored.

The World Series of Communication

Baseball in mittIt’s no secret– I am rooting for the New York Yankees to win the World Series. I’ve been watching baseball since 1968. These last few World Series games between the Yankees and Phillies have got me thinking about some interesting phrases the sportscasters use as they do the play-by-play on Television.

Play Ball! Here’s my version of the World Series of Communication:

1. “He stepped out” – In an intense moment of concentration between a Yankee hitter and a Phillies pitcher, the batter, stepped off the plate to break his opponents’ focus and rhythm. When the batter stepped back after a few quick seconds, he hit a homerun. Communication Question: How effective is your nonverbal communication?

2. ”He got him looking”- The batter misreads the placement of the pitch as it came over the plate. As a result, he can’t make contact with the ball. His bat doesn’t connect with the ball. Communication Question: Does your message resonate (connect) with the people you are facing?

3. “That’s a good change-up”- The person on the receiving end thinks one kind of pitch is coming and at the last split second, the ball changes course. This usually leads to the batter swinging and getting a strike.  Communication Question: Do you stay on message or do you change course?

4. “And the call is…!” -The umpires have a different view than what you and I see on TV. The game also looks different to people watching live in the stadium. Communication Question: Are you able to effectively convey your perspective and view?

5. “That’s hit hard down the line; it may be a foul ball”- The announcers, players and fans wait for the  official call to determine if the ball is fair or foul. Communication Question: Have you crossed the  line with your messages and communication, or are they fair?

Here’s hoping you hit a communication home run each and every time.


(Photo Credit: WisDoc)