Dealing with Customers
If you have been in business for even a short while, you have probably had the opportunity to deal with a customer that wasn’t happy. You know the type, either the dinner was not quite right, or the service wasn’t fast enough, whatever, their world just might end because you didn’t completely satisfy their needs.
You know the type, and many times they are habitual complainers, the type that when you see them you let out a sigh! What a drain they can be. I’ve been in business the best part of three decades; yes I have seen my share. What I’ve done is to almost make it a game, believe me I always try to get everything right the first time, but occasionally something happens.
Now if this is a ‘habitual complainer’, many times they want to argue and be abusive to you or your staff. The best way to avoid this is to ‘kill them with kindness’, don’t argue sympathize. First thank them for bringing the problem to your attention, apologize for any inconvenience, and be willing to make it right. You must say this with complete sincerity.
Usually, when you approach the person like this it will disarm them; it is hard to argue with somebody that is giving you sympathy and understanding. They were looking to make a scene, but if you show that you are reasonable, they generally will be also. I know you’re thinking that customer is wrong. Yes they may be, but put yourself in their position, think about it.
Now if the customer is abusive of you or your staff even after trying to calmly resolve the situation, simply tell them their attitude is unacceptable and you don’t need their business. That will get attention.
The best book I have ever read on human interaction and communication was written by Dale Carnegie, titled “How to Win Friends & Influence People”
I strongly recommend it, especially for business people, whether you are a one person business or work for a large corporation.
Remember Promote Yourself!
John Barrow
