Do you know what to do when a difficult customer becomes hard to reach in your small business? If you run a service-based business, you know how frustrating it can be when you need answers, but your client goes silent.
You worked hard to win that ideal client. First, you sent the proposals and showed them the value you bring. Then, you supported them for months and kept the work moving forward.
Now you need a few simple answers, but they seem to have disappeared.
That situation is more common than you might think. In fact, when this topic came up on Reddit, it was a clear reminder that you are not the only one trying to figure out how to deal with difficult customers.
Table of Contents
Key Takeaways
- Difficult customers often become hard to manage when expectations are unclear, communication breaks down, or they want more than you can reasonably provide.
- Small-business owners can handle difficult customers better by using the customer’s preferred contact method, such as text, phone, or email.
- Set a clear time limit before the conversation starts, explain what you need, and respect the customer’s schedule.
- Stay calm, ask direct questions, and focus on solving the problem instead of reacting to emotion.
- Show empathy, listen closely, and offer simple next steps so the customer feels heard and knows what happens next.
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 requires constant attention and finds faults even in the smallest details.
This behavior can stress out staff and divert focus from other tasks.
1. Best Communication Methods for Difficult Customers
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 while they took other phone calls and worked with their own clients.
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 how they prefer to be reached for your answers to serve them better. Knowing how to contact someone may be the best way 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 dealing 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 mad 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
Learning how to deal with difficult 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 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 turn a bad situation into an opportunity 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.
Frequently Asked Questions About How to Deal With Difficult Customers While Running a Small Business
What should a small-business owner do first when dealing with a difficult customer?
Stay calm and listen first. Let the customer explain the problem without interrupting. Then restate the issue in simple terms so they know you understand it before you move on to a solution.
What makes a customer difficult in a small business?
A customer usually becomes difficult when there’s a gap between what they expect and what the business can realistically deliver. Poor communication, impatience, confusion about the service, or lack of response can all make the relationship harder to manage.
What is the best way to communicate with a difficult customer?
Use the method they respond to best. Some customers prefer text, while others reply faster by phone or email. Ask early in the relationship which channel they prefer, then use that method for follow-up and problem-solving.
How can I deal with difficult customers without wasting time?
Set clear boundaries. Tell the customer how much time you need, explain the purpose of the conversation, and stick to that limit. This keeps the exchange focused and makes it easier to get answers quickly.
How do I stay professional when a customer is rude or upset?
Focus on the issue, not the tone. Take a breath, keep your language calm, and ask short, clear questions. If the customer is still upset after you’ve offered help, give them the next steps, alternatives, or escalation options.
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!