Sure, the consumer is king, but let’s be honest: some of them are crazy, complicated, and outright awful. Fortunately, they do not constitute the rest of the population. So, what do you do when you’re dealing with a customer from Hades who you’d rather slay than serve? Of necessity, bring the following measures into motion. Have a look at Dodging Difficult Clients: Warning Signs & How to Deal with Unrealistic Clients for more info on this.
1. Don’t take anything too seriously.
The client does not have a personal problem with you, as tough as it can be to assume at the moment the client is hurling profanities at you. It’s possible that the customer has a problem with the business you represent or the service you have, but not with you. It’s quite possible that he or she is having a rough day, and you are paying the price. It isn’t right, but it does occur. If you want to interpret their rage as a personal assault on you, it will have an impact on your potential interactions with the customer after their rage has subsided. Maintain a good outlook and refrain from being defensive. You’d be shocked by how differently the same customer reacts on a particular day when things are going well for them.
2. Confess that you’re mistaken.
Few things enrage clients more than working with those who fail to accept their faults. When you’re in the wrong, admit that and prove your professionalism for doing so. An apology can be sufficient in some circumstances. If it isn’t enough, be able to go the extra mile to illustrate that you are sincere about fixing the issue. Giving them a deal on their next payment or delivering free hours of service are only two examples. Clients will also judge the quality of your service depending on how well you treat a tough situation, and if you handle the situation well, they will support you and continue to use your services.
3. See yourself in their shoes.
Nothing irritates me more as a customer than suppliers who fail to consider a problem from my perspective. I called a service company recently to see if their service was available in my city. I was told yes, so I signed up for the service and waited for it to be activated. I contacted the company again after months of waiting, only to be notified by a representative that the service will not be available in my area for another year. I felt very annoyed and voiced my displeasure clearly because I had been inconvenienced tremendously.