How do you deal with difficult customers?
353444
I have worked in the trades for many years and will offer my own method,,,in a moment.\n\n  I also worked in retail for many years and the usual credo, was certianly, "The customer is always right"\n\n  Believe that or not, the reason it was suggested is that any business depends on its customer BASE,,, That being more, the return customer than the impulse shopper.\n\n  Assume you are a customer of mine and I treat you differently than you EXPECT,,that doesn't say with DISRESPECT strictly.  Very likely you will announce that to others, hence causing a loss of my clientel, if they were part of that BASE, or considered being so.\n\n   It was also said that very often the dissatisfied customer may not be the loud complainer, but the quiet one who never returns.\n\n   In retail you are pretty much in contract to serve. If you default on that contract you are at risk.\n\n  Now,,,and more to my particular point and situation.\n\n   I am a contractor,,, self employed.\n\n   I seek work, and define its merit not only by the job but by the customer. If I engage with the customer, I am still initially offering a service, but if I suspect that the customer, will not be happy with any effort, or they will want to completely supervise a job I know more about, or they try to bargain me down, below my standards,,,etc,, I bid the job high.\n\n   If they balk, no one wins or loses. If they accept, then perhaps my compensation is enough to override their intrusions or attitude.\n\nRev. Steven
786488
The first thing to do is to remain calm yourself. Let them know that you hear what they are saying and really listen to their complaints. Ask them to please speak slowly and try to relax so that you can help them to resolve whatever issue may be causing them distress. You must never argue or show negative emotions of any kind. Let them know you appreciate their business and you will do whatever you can to help make their visit as pleasant as possible but unfortunately some things are not within your control. Also, try to get the assistance of a level-headed co-worker or supervisor.\n\nI hope this helps.
597882
Some things I can think of off the top of my head:\n\n- Don't be afraid to roll your sleeves up and lend a hand when things get busy.\n\n- Make it clear to them your not going to let them walk all over you, but try to avoid yelling.... perhaps try diffuse it with a little humour (e.g. "put the handbags away gentlemen").\n\n- Listen to what ALL the staff have to say, not just a core group of ones a promotion or two below you... sometimes it's the only way you'll find out about problems with the department (or problems that are brewing up).\n\n- Don't change things for the sake of change.... if the department's way of doing something is working perfectly fine, don't try to change it without thinking it through properly. A common problem with alot of organsiations these days is they try changing things around (such as the way products are distributed, for instance) only to turn things into a complete shambles instead of improving things.\n\n- Don't be afraid to bend the rules slightly occasionally: If someone turns up late, but works hard enough to more than make up for it when they do show up.... let them off, but give them a mild warning about not making a regular habit of it. If they turn up late, but sit around scratching their butt all day then come down on them like a ton of bricks (since that sort of thing usually gets the other staff grumbling a bit, particularly if you let them walk all over you).\nAnd if things are quiet, let them shoot off home a few minutes early.\n\nIf anyone is leaving / announced their having a baby / just had a baby / lost a relative / having a birthday / retiring, etc try to be the first in there with arranging a card for everyone to sign / money collection for a gift (if appropriate) / after work party (if appropriate), etc.\n\nGive credit where credit is due.... if one of your staff comes up with a brilliant idea, don't try to take all the glory with the big bosses.
1097812
Adress the demands by priority. State that is how you will be handling their issues in order to "serve them best".\n\nI suggest writing down the demands and speak with them about each until the order in which they will be handled is agreed upon. This lets them know you are focusing on their issues and not leaving anything out which in turn will make them calmer clients.
652940
Remember that the customer is the reason that you are there. Actualy take an intrest in their problem/situation. I use this rule How would I treat my Parrent or best friend. Make everyone feel special, like they are the only guest you are dealing with. There is a book called the Customer Driven Company READ IT it has quite a few examples of the info that you are looking for.
934010
i think i would consult the manager (as a manger of a store) when there is conflict between employees it really hurts the business, it may not be noticeable now but it will hurt the business.  this is what i would do, go to the manager, tell him/her what this person is doing tranlate what she wrote, and tell him i am her to work and not be playing games with people, and that i am afraid of her actions toward me and the may result in customer loss (if what shes doing this stuff in front of the customers........good luck and hope it all works out for you
165154
first you have to get into your own head... are you willing to let this client go?  Some clients are not worth it.  This one sounds like a "zombie"  \n\nHeres a good article for you to read.  \nIll find it in  a minute. ...  (link to article in sources section.\n\nIf i were you I would get ready to possibly lose them - but put my foot down.  Tell them that you are very busy and that you need to know if they intend on being your customer - what ever that means... if they must order something in particular to be your customer - then explain to them that they need to confirm their order within the next week or you will have to take them off your list and they will have to go elsewhere to get what ever it is you were going to do for them.  \n\nBasically what you will be saying is "Poop or get off the pot!"\n\nEDIT - 2/19/06\nIn that case - you may want to basically just be patient.  Put the order on the back burner if you can.  If you need a certain amount of lead time in order to have their order ready - you should let them know right away.  This way if they do want to order - they will know how much time in advance they will have to do it in order to have it in time for their deadline.
1179796
You can improve by being honest with the customer  and listening to them.  Don't try to sell them something that they don't want.  Show them something that can save them money and talk about the benefits.
531648
Man, sometimes nice doesn't work.  A little crazy lady came to my garage sale last week and would not stop talking.  Customers could not talk to me nor I them.  SHe would just up the volume and speed.  this went on for about 30 mins and I tried everything: looking busy pricing things, praying for the phone to ring (please!), saying excuse me and trying to talk to a customer.  Finally, I just had to say, 'please leave. I am trying to have a sale right now and you are preventing me from talking to my customers.'\n\nThis whole time she was telling about how Jesus had changed her life 31 years ago.....After I asked her to leave, she told me she could tell I had not accepted Jesus (I guess because I didn't want to talk religion during my sale) and I was going to hell.  HA!  This was in my home.  reallllly weird.\n\nOk, I'll shut up now.\nlol
970206
They may be simply asking questions to find out if you'll not exhibit behavior that wouldn't fit in.  Are you normal?   Do you have a temper problem?  Will you bend over backwards to help customers?  They will ask them in less subtle ways than direct questions.  They may ask you rude questions to see if you can take it calmly.  They may present situation to see how you will handle them.  \nMost importantly, you need to speak up and let them know you understand the importance of you doing a good job.  You understand that the business is selling groceries, so you will either really help customers find things, or stock shelves so the fresh stuff is out in time or you will check them out faster.\nYou have to show you understand that if you're a grouch they will shop somewhere else.  \nTherefore your every action is to contribute to the bottom line -- the profit -- of the store.
710621
1. Talk to the person about the problem. Do they see what they area doing? Do they understand the consequences to others of their behavior?\n2. What is their response to this discussion? Do they acknowledge the problem and want to help solve it? OR is it a 'too bad, that's the way it is' answer? \n3. If they want to try and solve it, then you will need to come to a compromise about time, labor, money etc. \nIf they have a too bad so sad attitude, then the way to deal with it is to leave.
298195
It's terribly annoying how so many businesses have mastered the tactic of making cancellation of their services a nightmare.\n\nI get around their tactics by ALWAYS asking for a supervisor right away.  When the call center rep says that they'll be happy to help me, I respond that unless they want me to take out my frustrations on them, they should put a supervisor on the phone.  It works everytime!
1142482
be careful who's advise you buy - but be patient with those who supply.....\n\ndo they actually act the way you tell them too?
682710
listen to your employees.  That is the problem where I work at.  Don't have favorites and treat everyone equal
101424
One that comes to mind of the many that can go wrong is\nNot Knowing your Customer.\nThe more you are going to know about your Customer/Prospect\nand understanding their needs and desires, the better chance\nof success.\nTesting small groups also would be reccommend, this way you\nare not blowing your budget on mistakes.
721113
only the ones who treat you like a nuisance. but i can say from experience it's no cake walk spending 6-8 hours a day smiling and dealing with jerk after jerk after jerk. Granted, not all customers are jerks. But it only takes one really mean person to ruin your day. there's a definite difference between a clerk who doesn't want to be bothered by a customer and a clerk who has had to cover half the store, ruin a pair of pants, not get that raise, and have to work through lunch unpaid. one kind deserves a little more consideration as another human being. you give and you take, i guess.
325736
It sounds like you need customers.  Good luck.