No matter how hard you try,sometimes it is very difficult to please a particularly difficult client.
The following are five simple, time-proven techniques to help YOU deal with your "problem" customers. For some it may be just a reminder. For others though, it may mean changing your thought process a bit for dealing with these types of customers.
- Set up lines of communication with your client : Make sure they know exactly who to contact when a question or problem arises. It’s bad enough when a client experiences a problem. It is a disaster when the problem occurs and he or she has no one to talk to about it. Report frequently to the customer what you have done or are doing to help with the problem. They want to know how their money is being spent, and they want to assess the value you are providing. Frequent communication is equated with great service.
- "Did I understand you correctly?" : Ask them . This will prompt the customer to confirm what he or she just said. This will ensure that you understood the client’s wishes and make a later denial less likely.
- "What do you feel is the best solution?" : You’ve already sold the product or provided the service and now the customer claims it is not what they thought it would be: Psychologically speaking, when we ask for customer’s ideas about the best course of action, we usually cause them to become more lenient and forgiving. We cause them to soften from the often firm positions they feel forced to defend. It makes it all right for them to compromise and they become more flexible and easy to work with.
- Know your aim : Focusing on the finish line--- the work you wish to accomplish, the experience you want to acquire, etc.--- will help to decrease the extent to which your client’s behavior will aggravate you. Keep in mind that although being upset with other people’s behavior is understandable, every reaction you have is your choice. Simple common courtesy usually works to smooth over turbulent times. The structure of well-mannered conversation will help keep both you and your customer from straying into unpleasant territory.
- Finally, laugh when you can. Have a sense of humor about your work, and look for ways to share it with people who test your patience. We all take our business serious, as we should. However, if we can take a moment to look at the overall picture and observe that the battle between us and the dissatisfied client will not even matter in five years, and in some cases before the day is over, we can relax.
Have a cup of fresh Darjeeling tea, relax and focus on your next big deal !