Managing Difficult Clients

How can you efficiently manage your clients, especially the difficult ones? it all boils down to communication. No matter the kind of business you do, be certain you will meet that one difficult client that will make you question why you picked the entrepreneurship lifestyle, even businesses with impeccable services and products are bound to have the occasional run-ins with angry customers. Although “the customer is always right” they might not be easy to deal with. Meeting difficult customers is inevitable, the best thing to do therefore is to prepare for them, yes…prepare. Below are easy steps to conflict resolution, especially for difficult clients.

First and foremost, listen. Do not try to interrupt or talk over the customer, even if you know what they are about to say next or you know they are misinformed, let them have their say and while listening, take the time to construct your sentences in a calm manner.

Empathize. help the customer understand that you can relate to their situation and frustration, put yourself in their shoes and commiserate with their problem, by doing this, the customer feels heard and understood and this will certainly improve their mood. A simple “nod” during the conversation will go a long way.

Do not raise your voice. Even if you are dealing with a customer that is being verbally abusive and rude, do not raise your voice, stay calm and talk slowly. Your calm demeanor can carry over to them and help settle their bearing. Approach the issue with a clear and calm mind, this will help dissipate the customer’s anger.

Compromise. Once it is apparent that to make the customer see reasons with you, you might have to spend an unreasonable length of time with them, time that you can use for other productive things, it will be wise to draw a compromise in their favor. Remember that customer satisfaction is always the goal and the particular interaction is atypical of customers, you are just dealing with an exception.

Explain what comes after. At the end of the conversation, carefully explain to the customer the next step and what to expect, be sure to follow through on promises, if you tell them you will call back, make sure you do. You can also document the conversation and conclusion so as to be prepared for the next interaction with the customer.

NB: when the tables turn, try not to be the difficult customer.