Sure, the customer is king but let’s face it, some of them are just irrational, difficult and downright horrible. Fortunately, they don’t make up the majority. So, what do you do when you’re faced with the client from Hades that you’d rather throttle than serve? Put the following steps into practice, of course.
1. Don’t take it personally.
As difficult as it may be to believe at the time the client is hurling profanities at you, the client does not have a personal issue with you. It could be a case the client has an issue with the company you represent or the service, but not you personally. It could also be a case that he or she has had a bad day and unfortunately, you’re paying for it. It’s not right but it does happen. If you chose to see their anger as a personal attack on you, it may affect future relations with the client when their anger would have subsided. Maintain the right attitude and refuse to act defensively. You’d be surprised to see how that same client may react on a different day when things are going better for them.
2. If you’re wrong, admit it.
Very few things anger clients more than dealing with people who cannot admit they are wrong. If you’re in the wrong, demonstrate honesty and professionalism by admitting it. In some cases an apology may suffice. In cases where it is not enough, be prepared to go the extra mile to show that you are serious about remedying the situation. Offering a discount on their next invoice or providing free hours of service are just a couple of ideas. Clients will often judge the level of your service based on how well you handle a difficult situation and will most likely forgive you and continue to use your services if you deal with the situation well.
3. Put yourself in their position.
As a client, nothing angers me more than providers that can’t see an issue from my viewpoint. Recently I called a certain service provider to find out if their service was available in my area. I was told that it was so I signed up for the service and then waited for activation. After months of waiting I contacted the company again, only to be told by a manager that the service would not be available in my area for another year. I was quite upset and was very vocal in expressing my displeasure because I suffered a terrible inconvenience. It really hurt my feelings when the manager told me to quit making a big deal about it and that people make mistakes all the time. Apparently waiting 2 months for a service that was not even available that I could have received from another provider did not warrant a reaction. Be nice to your clients; consider how they would feel by putting yourself in their position.
4. At all costs, avoid confrontation.
The last thing you want to do is get into a war of words with a client. Your aim should be to pacify the client and diffuse a potentially explosive situation by maintaining calm and professionalism. It should never be about winning an argument as you may just lose a client. Give the client an opportunity to vent their feelings without interrupting them. After they have fully had their say, then you have yours. Be sure to check your tone as well as your body language as you don't want to come across as being rude or indifferent.
5. It's ok to say goodbye.
Some clients cannot be pacified. If you have tried all of the above and there is no improvement in the relationship, politely suggest to the client that in the interest of both parties, it may be expedient that they take their business elsewhere. After all, there is no rule that states you need to remain in a relationship that is not working.
About the Author:If you wish to use this article, please contact the author for permission at carlana@carlanacharles.com.
Carlana Charles is a consultant, virtual assistant and an entrepreneur. Armed with over 11 years experience in various administrative support, customer service, sales, marketing and managerial capacities under her belt, Carlana Charles is the business owner of Ciboney Virtual Solutions, a company she prides as being client-focused and solutions-driven. Visit http://www.carlanacharles.com or the corporate website at http://www.ciboneyvirtual.com.
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