Difficult 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.










