Patience they say is a virtue, and patience in business will help you keep the money rolling in. We have all heard the phrase, ‘the customer is always right’, and as a matter of fact, the fellow I buy fruits from said it to me the other day, when I wanted to price the life out of the pineapple I intended to buy.
How we deal with difficult clients is of great importance, here are some steps on how you can accomplish this, while getting the job done.
- Always Accept Responsibility: This is really difficult to do, as you do not want to come off as incompetent. It is even more difficult when you are not at fault, but accepting responsibility will help calm the client down. Arguing with a client never ends well, some clients could get aggravated and you could lose that contract/sale. Accept responsibility and apologise, then ask the client how you can make things right.
- Written Evidence Helps: Most talks with the client usually begins with a telephone call or face to face conversation. After the conversation, try to send an email reiterating all that was said or agreed. This will provide you with evidence in the event that things go south.
- Solutions: One good trait successful entrepreneurs possess is that they are solution driven. Some people have the bad habit of always talking about how or why things went wrong, and not about how things can be resolved. Sometimes this solutions may cost you money or eat into your profit but at the end of the day, the image of your brand is preserved.
- Be Polite: This may be hard to achieve when someone is getting on your very last nerve. Always remain polite, it can be very difficult but it is achievable. The minute you lose your cool, the issue at hand is forgotten, and all that will be heard is how rude you were, and you and I know what word-of-mouth can do for a brand; it can make or break it.
- Maintain a Calm and Caring Tone: Speaking softly and with empathy to the client will eventually calm them down. Entering into a shouting match with a client will never end well. As you speak softly, the client will eventually begin to calm down.
Customer service management is what differentiates one brand from the other, in many cases. Some people will buy from you because you are nice, polite, caring and genuinely concerned about their satisfaction.