Every business deals with the occasional difficult customer but when a particular client has more negative than good to say, here are some tips that may help.
Listen first, talk later. As a general rule, no one likes to be cut off and when a customer is ranting you may be tempted to break in with your perspective. Instead, let him vent and take notes so you can collect his concerns and break the problem into manageable parts.
Save guessing for game shows. Whether your customer communicates in person, via email or leaves lengthy phone messages, he may be having a hard time explaining what will make the situation better. Rather than pulling shiny things out of a bag of tricks and trying to guess what might help, simply ask him what he’d like you to do. Providing a satisfying solution early on benefits you both.
Tell the truth. If you don’t have the capacity to deliver what a client wants, say so. Agreeing to do something outside your scope of business or at a loss rarely works in the long run. If he asks for something you’re unwilling to do (like fire a key employee) let him know you’re unable to do that and then quickly follow up with a statement about your willingness to look at alternative solutions.
Stay positive. Check in every once in a while and ask what’s going well; then do more of whatever he mentions. It’s natural to want to concentrate on what isn’t working and you can get into a negative dance with customers. Switch up the rhythm and he may, too.
Vivian Scott is author of “Conflict Resolution at Work For Dummies” and contributing author to “Thriving in the Workplace For Dummies.” Learn more at www.vivianscottmediation.com or www.facebook.com/ConflictResolutionforDummies.
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