“When dealing with people, remember you are not dealing with creatures of logic, but with creatures of emotion, creatures bristling with prejudice, and motivated by pride and vanity” ~Dale Carnegie American lecturer, author, 1888-1955
Most of us do our very best each and every day to treat our customers exceptionally well. Most of our customers do their very best each and every day to treat us exceptionally well in return. When a customer suddenly lets loose with some venom it is a big shock to say the least! When this happens on occasion just do your best to stay as kind and pleasant as possible, deal with it and chalk it up to them having a very bad day and you were the unfortunate soul they chose to take it out on. Then move on. If they have a legitimate complaint then by all means fix it and fix it fast and be sincerely apologetic.
When you have a customer who is difficult just because they can be it is a different situation. I call these people toxic. I am also very thankful that I have very few toxic people in my life. Toxic people increase stress levels, foster negativity, decrease productivity, are abusive and many seem to actually enjoy being this way. That is the hard part…they don’t want to change so instead of trying to change them you have to learn how to change your reaction to them. Here are a few suggestions to deal with these people:
• Let them rant and rave and DO NOT interrupt them. Let them get it all out.
• Stay very calm. If it is something your shop did wrong, then assure them you will make it right immediately.
• Do not take the things they say to you personally…usually in your situation it is a repair job that went wrong and unless you act as the technician too it is out of your control. Assure them you will look into the situation as soon as possible.
• If you have stayed calm and offered to take care of the situation and you are still dealing with hurtful slurs and accusations coming your way try to take them to a private place. Get the owner to talk to them or if that isn’t possible or you are the owner, then once more tell them your solution to the problem in a very soothing voice. If they still aren’t satisfied, then ask them what their solution would be.
• If what they suggest just isn’t possible (refuse to pay, etc) and they aren’t being rational, then tell them you need time to consider their solution and you will call them later. Do call later but hopefully by that time they have become more rational and will listen to reason. If not, then at least they are out of your shop and away from other customers and curious onlookers.
• You can try to use body language. It is suggested by “experts” in this field that when someone is being obnoxious and argumentative, don’t face them but stand next to them, shoulder to shoulder and usually all protest will cease. (I have not personally tried this or know of anyone who has). • Negativity is toxic. Once the negative customer is away from you, brush it off. Don’t dwell on it when you have done all you can to appease them.
If you have a toxic customer that keeps coming back,
• Be thankful you only have to deal with them quarterly.
• Realize they must like your services in spite of their attitude
• Pity their self-absorption and need for attention at any cost
• Let them inspire you to always be a positive force and not a negative one.
Most importantly, make sure you make someone happy today!
Rhonda Hiltbrand
Chief Operating Officer
NWZ WORX Multimedia & WorldWide Connectors