There is a famous saying that goes, “Customer is always right,” but you and I know that this statement is not always correct. However, whether the customer is right or wrong, it is the responsibility of the entrepreneurs to make the customer feel right. To effectively handle difficult customers, it’s important to first identify the type of difficulty they present and then use the most appropriate approach to resolve the situation. Even the most challenging customer can be served with minimal stress if the right approach is used. Let’s now look at some common types of demanding customers.
Mr. Know-it-all
Have you ever encountered people who seem to have extensive knowledge about everything, including your business, product, or service? They may come across as highly critical and rude while trying to showcase their knowledge. They also tend to talk excessively and dominate conversations.
Dealing with this type of customer can be quite challenging as their intentions can be unclear. Their attitude might be a negotiation tactic to make your product or service seem inferior to negotiate a lower price. It is important not to fall for such tactics. They enjoy being the center of attention and have an ego problem.
How to handle the Know-it-all
If you encounter a know-it-all customer, try to massage their ego by complimenting their knowledge of your product or service. Give them your undivided attention and ensure that your compliments are genuine and not patronizing. This approach can help you handle such customers effectively. It’s best not to argue with a specific type of customer, as it could lead to a prolonged dispute. Additionally, it could end up damaging their self-esteem.
Instead, if you need to correct them and provide some factual information, you could try using a line like: “You’re right, and the reason why … .” Maximize the use of positive conjunctions such as ‘and’ and ‘actually’, and avoid negative conjunctions like ‘but’ and ‘however’. This will boost their ego and make it easy for you to close. As long as the “Know-it-all” feels that you’ve given them your undivided attention and they leave with their ego intact, this type of customer could become loyal.
The Bully
This type of customer can be very challenging to deal with. They tend to get angry quickly, are highly critical, impatient, and often rude. They can be very aggressive and verbally abusive and often believe that their needs and demands are more important than anyone else’s. Bullies are not known for their patience, and they want to be served immediately.
Bullies, whether male or female, use intimidation tactics to get what they want. They may scream, complain, and even become physically aggressive.
How to handle the Bully
Dealing with bullies can be challenging, but it’s essential to remain calm and confident when resolving the situation. Remember that bullies may not care about your explanations, so it’s best to save them for someone who will listen. Instead, try apologizing for the problem and let them know that you’re willing to help find a solution. By taking a friendly and understanding approach, you may be able to defuse the situation and come to a resolution that satisfies everyone involved.
It’s important to maintain eye contact with a bully as it shows them that you’re not intimidated by their behavior. Avoid getting into a shouting match with the bully or matching their aggression, instead, respond politely without raising your voice, and don’t take their insults or criticism personally. It’s your responsibility to remain calm and composed while the bully is still in a fit. If your attempts to handle the situation with the bully fail, it may be best to cut them off. Some customers, particularly bullies, can be detrimental to your business and don’t deserve your service. However, if the bully happens to be a high-value customer, it’s worth reaching out to them at another time when they may have cooled off. In some cases, ‘converted bullies’ can become very loyal customers and even ambassadors of your business.
The Indecisive
This customer seems to have trouble making a decision. No matter how much information you provide, they just can’t seem to pull the trigger and make a purchase. These customers are known as indecisive. Indecisives are very cautious and want to be certain that they are getting the best deal possible. They will ask a lot of questions and compare different options before deciding. They are afraid of making a mistake and want to make sure that everything is perfect before buying.
The problem with indecisives is that they can be time-consuming and take up a lot of your energy. They won’t buy even after you’ve provided them with all the information they need. Although they are polite, they can be very draining on your productivity.
How to handle the Indecisive
To effectively handle an indecisive customer, it’s important to identify what they’re most concerned about. Do they prioritize price, quality, quantity, or features? Once you know their hot button, you can use it to motivate them to decide. If they decide, it’s great as you’re more likely to make a sale. However, if they continue to be indecisive, it’s best to move on and focus on other customers.
One effective strategy to encourage an indecisive customer to decide is to offer incentives such as discounts, free samples, or money-back guarantees. Creating a sense of urgency can also help to encourage them to decide. It’s important to be firm with indecisive customers, as they can be time-consuming and drain your energy without leading to a sale. By following these strategies, you can minimize the impact of indecisive customers and focus on building positive relationships with your customers.
The Habitual Complainer
Customers often complain, which can be a positive and constructive source of feedback for businesses. However, when you encounter a customer who complains incessantly about even the most minor things, you may be dealing with a habitual complainer. These individuals complain about everything, from pricing to office layout, clothing color, and even the weather. They are never satisfied, which makes it nearly impossible to fully satisfy them.
How to handle the Habitual Complainer
It’s important to be cautious when dealing with habitual complainers, as their constant negativity can be exhausting and stressful. It’s essential to realize that you can’t please everyone, including habitual complainers. Accepting this fact can help you avoid going out of your way to satisfy them every time.
However, this doesn’t mean that you should ignore them. Give them your attention and let them know that you’re listening. Avoid making excuses or explaining your way out of their complaints. Regardless of what they say, respond calmly, kindly, and with a smile if possible. If there are valid complaints that you can address, take action. Make a note of all the things they are asking for and try to address them at once, to avoid multiple interactions with them.
Madam ‘No Boundaries’
I used to have a client who had no regard for boundaries and would contact me on odd hours to discuss a matter that was neither important nor urgent. This customer expected immediate responses to her requests, regardless of the time. She would send emails, texts, and even calls during my off days. This is the type of client that invades your personal space and can make you feel overwhelmed.
How to handle the ‘No Boundaries’
If you come across a customer who tends to overstep boundaries, it is always best to communicate your limitations clearly. You can do this by stating your boundaries in your contract or emails or by displaying signs in your business. I’ve often seen in movies how a customer arrives just a minute after closing time, and the seller would immediately turn the sign to indicate that the store is closed. I feel bad for these customers since I have also been in their shoes more than twice. It’s important to give a little leeway, but let your boundaries be defined clearly. For instance, you may write, “Our business hours are from 8 am to 6 pm, Mondays to Fridays. Unless it’s an emergency, we will respond to your email on Monday morning.” Despite what you communicate, this type of customer may still send you emails over the weekend. It is important to enforce your boundaries by your actions, rather than confronting them directly. Only respond to their emails on Monday morning. Moreover, it is advisable to set expectations with such a client. If not, they may bombard you with requests, which can be overwhelming
Conclusion
It is inevitable that you will come across difficult customers at some point in your business journey. Despite this, it is still your responsibility to handle them with care and success.
Fortunately, most customers are reasonable and straightforward. Remember that your ability to successfully handle difficult customers will result in increased respect for your business, hig returning customers, higher sales, and better morale among your staff. It is not enough to simply blame the problematic customers. By applying the techniques outlined in this article, you can adapt to their tactics and, with any luck, win them over as friendly and loyal customers.