Every business has to deal with tough customers at some point. Here are five handy hints on how to make sure you keep cool, calm, and collected.
It doesn’t matter how awesome your business is, with a variety of clients coming and going, it’s inevitable that you’ll experience tough customers from time to time.
The question is, how do you deal with these kinds of clients and preserve your great reputation for years to come?
No matter how diligent you are, customer issues will occur. However, you can take steps to decrease the chances of them happening.
Always make sure you give your clients a full and in-depth consultation before you go ahead with the service. Be honest with them and explain exactly what to expect, allowing plenty of time for questions. This way, you minimize the risk of any problems arising down the line.
You may disagree with what a picky or difficult customer is saying, but it’s best to stay as calm as possible and hear them out regardless.
Doing so makes them feel as though you’re taking them seriously and not dismissing their concerns. Often, simply listening and staying composed can prevent a situation from escalating or getting out of hand.
It’s always best to say sorry. The simple act of apologizing can make your client feel as though you’re sincere and you truly care about what they have to say.
If a customer has a genuine issue that needs rectifying, propose some solutions. Let them know what can be done to make things right.
What usually works best is providing them with a few options for resolving their problem, so that they can make the choice. Examples could include offering money off future services or a discount on their current treatment. This shows clients you want to work with them to resolve their issues.
Having official measures in place not only increases trust in your company, but it also gives you a clear path to follow when issues do occur.
Make sure these steps are made clear in staff handbooks, on your website, and in any information provided to clients. This transparency helps ensure that any complaints will be handled in a professional and timely manner.
What’s the best way you’ve found to deal with tough customers? Share your picky client stories and tag us on our socials, we’re @mobilestylesapp on Instagram, Twitter, and Facebook.
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