Do you know how to deal with difficult customers in your small business? When you run a small business, especially in the services industry, how do you help your customers when you can’t reach them?
After all, you just landed that perfect client after doing proposals and showing them what you can do for them.
Next, you have helped them along for a few months but you need to ask them a few questions. However, they are nowhere to be found now!
Recently this question came up on Reddit and at that moment I knew I was not alone on learning how to deal with difficult customers.
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What Makes A Customer Difficult?
A customer becomes difficult when there’s a clear gap between what they want and what’s possible. They may have unrealistic expectations, lack patience, or refuse to communicate effectively.
Sometimes, they don’t understand the products or services and blame the provider for their confusion. A difficult customer often needs constant attention and finds faults in even the smallest details.
This behavior can stress out staff and divert focus from other tasks.
1. How To Deal With Difficult Customers: Reaching Them
Getting in touch with your clients after servicing them can be difficult at times. I’ve found that most small business owners are very busy people.
In the old days when I visited them in person, I used to chase them around their store or business as they took other phone calls and worked with their own clients at their own store.
It was a time-consuming task!
Fast-forward to a few years ago. They don’t return phone calls or answer emails unless something goes wrong, right?
2. Find The Method of Communication Your Difficult Customer Prefers
Learning how your clients like to communicate is very important today, as there are many more choices than ever. I’ve found that in recent years, many clients have preferred to receive texts.
This is one of the easiest ways to deal with difficult customers.
Other communication methods may include:
*Phone Calls
*Messaging Apps
*Voice Mails
*Tweets
*Other Social Media Outlets
*Old Fashion Mail / Cards
They can answer from anywhere, save time on a telephone call, and get the answers they need as soon as possible. But still, other clients prefer the old-fashioned phone call.
Some of my clients miss phone conversations and crave that one phone call! However, learn which method your demanding customers prefer to be contacted today.
Everyone is different, and you will have to learn which way they want to be reached for your answers to better serve them. Knowing which way to contact someone may be the best way to know how to deal with difficult customers.
3. How to Deal With Difficult Customers by Setting a Time Limit
Beforehand, let them know how much of their time you will need. Oftentimes, a small business owner is overwhelmed and can’t spare another minute.
I’ve been there and done that, too! This is one of the hardest things to learn about dealing with difficult customers.
Show a little empathy toward them and give them a short time limit.
Then, let them know exactly what you need. That’s the best way to generate a response from them.
Of course, remind your difficult customers that you are HELPING them with their business.
4. Don’t Overstep Time Boundaries With Difficult Clients
Once you reach that difficult client, do not take advantage of their time. The next time you need to reach out, they will avoid you like the plague!
Think about that person who talks, talks, talks. Do you answer their every call? Don’t let that be YOU.
Hence, they may be tired of all their emails and texts and want to talk with you in person.
However, try not to interfere with their much-needed break time, either. Many a time,e I was at a client who had family or pets visiting.
For them, that was their break and precious time.
5. How to Deal With Difficult Customers: Don’t Take Them Too Personally
Don’t feel like it’s just you with your difficult customers. You will grow to resent them if you do. Try to put yourself in their shoes.
Then, you will grow to love each and every one of them. Empathy can go a long way to resolving relationship issues, even in business. Be aware that many customers really think they are right.
No one wants to be told that they are wrong either. That’s a big lesson in learning how to deal with difficult customers.
Sometimes, they may have had a bad day or a fight with a family member, so don’t let them get to you. They are not made at you but with someone else. It can be frustrating for them.
6. Always Stay Calm with Difficult Customers
Some difficult customers need a little extra patience. They may not be trying to be difficult; they may need some help understanding what you’re trying to tell them.
So take a deep breath and be patient with them as you learn to deal with difficult customers in your business every day.
Furthermore, if you’re not sure what the problem is or what the customer wants, ask questions. It’s better to ask a few questions and get the information you need than to guess and get it wrong.
You may assume it’s about your pricing, but that may not be the main issue.
It can be difficult to keep your cool when dealing with a difficult customer, but it’s essential to try. Losing your temper will only make the situation worse and could damage your relationship with the customer.
Even if the customer is being rude, it’s important to remain calm and polite. This can be difficult, but it’s important to remember that the customer is not the enemy. You want to resolve the situation, not make it worse.
7. Finding Solutions To Help Them
Dealing with tough customers can be a real test, but it’s not impossible to find workable solutions. Start by really listening to what they’re saying. Sometimes, folks just need to know they’re heard.
Once you understand their problem, acknowledge it. Repeat it, then say what you’re doing to fix it.
Quick responses show them you care and are on top of it. If you need more time, let them know why and when you’ll get back to them. Always keep it clear and straightforward.
Offer options if you can, giving them a little control goes a long way. In the end, how to deal with difficult customers, if you handle it right, even the prickliest customer can leave happy.
Conclusion: How To Deal WIth Difficult Customers Today
Empathy and active listening are your best friends when you’re learning how to deal with tough customers. These tactics can flip a bad situation into a chance for improvement.
Start using them today, and watch your customer relations improve. Next time a customer seems difficult, really listen to their concerns. Try to put yourself in their shoes and see things from their point of view.
This not only helps solve the issue but also builds trust. How will you incorporate these strategies into your next customer interaction? Reflect on it and see the change it makes.
Your Turn: How To Deal With Difficult Customers
How do you learn to deal with difficult customers? How do you reach that difficult client in this busy, over-messaging world?
FAQ: How To Deal With Difficult Customers:
What should I do first when facing a difficult customer?
Stay calm and listen. Let them vent their frustrations without interrupting.
How can I show empathy towards the customer?
Acknowledge their feelings. Use phrases like, “I understand why you’re upset.”
What’s the best way to apologize to a difficult customer?
Apologize sincerely. Say, “I’m sorry you’re experiencing this issue,” and mean it.
How do deal with difficult customers and find a solution quickly?
Ask questions to understand the problem entirely. Then, offer a clear, practical solution.
How can I keep my cool during a tough interaction?
Take deep breaths and focus on the issue, not the emotion. Stay professional.
What if the customer is still unhappy after I’ve helped?
Offer alternatives or escalate to a higher authority if needed. Ensure they feel heard and valued.
How to deal with difficult customers by offering a solution
After listening to their problem, you may be able to come with a solution. Acknowledge their problem and then present them with some solutions to it.
Hi Lisa, be presented with empathy always works, great advice.
Practicing to be calm and sending away the anger works well too while dealing with tough customers. It allows you to think open-mindedly and take rational decisions. If someone is a business owner, then this should be a mandatory skill that needs to be adapted. At the same time, preparing your staff for the same is also important – conducting role-play sessions helps staff to be comfortable dealing with such customers.
Hi Mudassir, welcome to Small Biz Tips! Yes, I love the part about being calm. That always helps in any situation – whether work or personal. There is no need to go flying off the handle even if the customer or other person does. Remain calm! I like preparing your staff to do the same – great training will go far. Thanks for your valuable points on this one Mudassir and make it a great day there!