You can’t make everyone happy, but thanks to these instructions you can learn to listen and offer solutions to your users.
The opinions of the employees of You are personal.
We have all gone through situations where we collide with customers and something goes wrong. You will always have “tough” buyers, but managing professional relationships is mostly about how to deal with them conflict in a constructive way. If you don’t know how to deal with a difficult customer, here are five tips that can help:
1. Understand their point of view. Everyone has a frame of reference to work with. You know yours, but do you know who it is? Don’t just assume you know, stay tuned. If you try to understand the other person, they will be surprised because very few bother.
Ask specific questions, but gently. If you really listen to what people are telling you, you will understand their point of view. This will give you two things: you will calm down, and you will understand what the problem really is. It doesn’t cost you anything for the other person to feel heard. If you give them your full attention, you will have a responsive customer.
2. Focus on a win-win solution. When you speak in a language that the other person is interested in, they open up to you. Academically, this is known as an interest-based relational approach to conflict resolution.
When we get into a tough spot it is often easy to feel bullied or misunderstood, as if the other party is only interested in their side of the business and not yours, which may be true. However, if you already have a solution, you need to stop feeling bullied and proactively think about a solution that will benefit you and the customer. This is important as no manipulation or dishonesty will be accepted.
3. Be aware of your own prejudices. We tend to attack people when we are desperate. An angry phone call from a customer at 10pm won’t put you in a good mood, but it can make you think or say something you shouldn’t. Our turning point depends on several factors, but we all have one. New entrepreneurs can explode faster than experienced ones. The key here is to be aware of what concerns you:
- What bothers you about this customer?
- Do you make assumptions based on your story?
- Are there any cultural prejudices in your work?
- Don’t you usually like that type of personality?
- Has a similar situation affected you in the past and you don’t want to give it the benefit of the doubt?
We all have prejudices and past impressions that affect our eyesight at all times. Be aware of these and resolve them instead of letting them affect your relationship with a customer.
4. Be specific with your solutions. Vague promises, especially if you haven’t met your goals, will only affect things more. Instead, set a timeline and let them know when you want to fix the problem (if you are the one who caused the problem) and do it!
5. Let it go. Desperation can make you do strange things while doing it. Other people may feel this desperation and will want to move away from you, which will not bring you positive results.
While you should do everything in your power to keep a good customer, you shouldn’t appear desperate and less at the expense of your employees. Instead, focus on the points above and do your best. If nothing works, let it go. As long as your business model is good and you do your job according to your values, new customers will continue to come in.