Do you have a bunch of challenging customers who just aren't behaving? You might have been trying everything to get them to cooperate, and it isn't working. Maybe they are constantly back-and-forth, acting like everything is your fault or turning every interaction into an argument. Don't worry; there isn't anything wrong with you. They are just having a tough time, and this article will help you with How to Manage Challenging Customers!
A challenging customer is any customer who is not playing by the rules. They are the ones who make everything complicated, just aren't behaving and act like it's always your fault. They are the person who seems to be enjoying the drama they are adding to your life.
They like sending emails or contacting you in any way, shape or form, and every line is an insult. They are the customer who doesn't say what they mean, but you can tell they're angry. The one who always brings up everything that has happened in the past. The one who brings up the relationship that isn't going well and makes you feel awful for it.
How to manage challenging customers? It depends on the challenges they are causing and their attitude towards you. In other words, you will have to decide if they are a normal customer or if they are a challenging customer.
There are a few steps you can take to manage your challenging and difficult customers:
The first thing you should do if you have a challenging customer is to communicate with them. Don't try to avoid them or hope they will go away. You need to explain your point of view and ask for theirs.
Communication is crucial in any relationship, especially in the service industry. You are not expected to hold all the answers or be able to fix everything. You have to communicate with your customer, understand what they are saying and do your best to manage the situation.
The next step is to validate their frustration. It's easy to get upset or frustrated with a challenging customer, but you have to stay calm and not let them see that. You need to acknowledge their frustrations and find out what they are dealing with.
Validation is something that everyone requests. We want to be understood and validate the feelings of our customers. It means listening to how they are feeling instead of trying to fix things. You shouldn't just listen, but ask questions and clarify what you understand.
If you hope to be a skilled professional, you have to respect your customer and their problems. If you start to see them as a fruitcake or ridiculous, your relationship will be ruined. When you find out what they are dealing with, don't forget to validate and help them.
Respect is probably the most important step in managing a challenging customer. Most people are hurt by what they hear, not what they see, so it's vital you listen to them and respect them. Don't take it personally, don't start an argument.
Once you do all of the above, encourage them and find out what they want to get done. If possible, make it easy for them. Encouragement is the thing that no one ever wants to hear, but it's important to help them. Whether you're able to make them feel better or not, you are being helpful. They could be discouraged and need your help.
Once you know what they want, you will want to ask them. But don't push them into making a decision. Just ask the question and listen to their answer. You will probably find out they have no idea how to do it, and it will give you an idea of how to help them.
Ask questions to clarify some misunderstandings that your customer might be having. If you do this, then you will be able to understand what they are trying to say. It's always better to have the customer explain things, so ask them questions and stay on the same page.
You will have to be true to yourself and be consistent. If you're not, it will all be over. If you tell your customer you will help them and don't, then they are done with you. Don't get distracted by their attitude or the way they speak to you.
It is a huge thing to remember. You have to be true to how you feel while also being true to your customer. Be honest with yourself; ask yourself if you are good at doing this and if it's something you're willing to do. If you are not, don't do it and tell them you're not good at it.
The best way to deal with challenging customers is to respect them. If you respect them, they will feel respected. It can make a huge difference in how they treat you and your business. It's also something important that you have to remember every time.
Treat your challenging customers with respect. You should never talk down or insult them. It is a huge mistake that managers make, and it always results in a bad situation. When you're honest with yourself and think you're not good at it, then don't do it. Doing this will make everything worse.
We know you want to take everything personally, but it makes everything worse. You have to understand that your challenging customer does not know you or what you are dealing with. They just want someone to blame for their problems and people to feel sorry for them.
It is hard to do, but it can help you manage challenging customers. It's important not to take every single thing they say personally. It's also important not to start an argument. When you do this, talk about your problem calmly with them and avoid insults.
The last step is to take care of yourself and your business. Even if you have a challenging customer, it might be okay to fire them. If they are really rude or starting arguments, you have to get rid of them. A challenging customer can make you feel bad about yourself, so take care of yourself. Get out of the office and do something you enjoy.
It might be one of the most important parts you have to remember. Your challenging customers will try to win and make you feel bad about yourself. They will insult you and force you into a corner. It's important not to let them win and get the upper hand in your relationship. When they make you look bad, don't give in to them. Don't lose your temper or get angry with them. It will only set you back.
If you can't take care of yourself, then be nice to them. It will make them feel better and make things easier for you. Be nice to them and be the professional you are. When you do this, it will help ease some tension and make things a little easier.
If it's hard to deal with challenging customers, you will have a lot of problems. You will not be able to dedicate all your attention to other customers who are more cooperative, and you will have a higher rate of shutting down and refund requests because you won't be completely focused on them. Let's look at some of the problems you are facing:
They take up so much of your time that it is hard to focus. They distract you from what's important and spend hours of your time only to leave you unhappy. They can make you feel like you aren't doing well.
They don't listen to your advice and don't like being told what to do. They want to be the boss, doing whatever they please. They can make you wonder if you are doing it right. You start to wonder if there is something wrong with your business because you feel like you can't fix the situation. You become afraid to make the smallest change, wondering if it will make things worse.
They make you so tired that you just want to be done. They think they have it all figured out and can't stand to listen or help. They get on your nerves so much that you don't want to be around them. It doesn't matter that they are only doing this because they don't know how to behave or that they are misunderstood. They are still not behaving, so it's up to you to fix the situation and get it right.
They want to be the center of attention and want to talk about any little thing. They can't stand to be around someone who doesn't agree with them, so they will speak their mind loudly and clearly. It doesn't matter that no one wants to hear about it. It's time for them to share their opinions.
They get off on being difficult and enjoy every little thing that goes wrong. They like to bait, they like to complain, and they like to keep the drama alive. They love the attention that it gives them and will do anything to get it.
They have a real hard time moving forward. They can't get over it and are still mad at you or someone else. Like you, they have to deal with the present and can't focus on the past. They have to move on, but they won't.
They get off on being sad and are looking for someone to take care of them. They want to be in your heart, but they don't want to do anything for you. They are looking for a handout, so they keep playing the victim instead of helping them move on until you give in.
They are looking for attention and love to be the center of it. They don't ask for what they need; they just want everyone to listen to them. They are looking for a solution and will do anything to make people listen.
It's not about you and your challenging customer. It has never been. They are important, and they need to be treated like any other customer. What matters is that when you manage challenging customers, you manage them the way they will listen to you. What matters is that you show them what they need, try to solve their problems without creating new ones, and make them feel good. They will listen to you and follow your advice when you do this.
You treat them the way they deserve to be treated. You don't need to follow your own rules, but you should listen to them and do what they think is right. If you want to be a good manager, then you need to do whatever they ask without arguing.
And when all else fails, it's not your fault. You did everything you could and set the rules out. It's not your fault if they don't listen; it's their own fault. It's not your fault if they are difficult. It's their own fault for being that way.
Challenging customers make you feel like you aren't doing a good job. They make it hard to continue and make your time feel wasted. They can ruin your whole day and even get on your nerves, but they are not all bad.
Challenging customers are only challenging because they don't know how to behave. They want you to take care of them, but they want nothing to do with you. Fighting with them will only make it harder for you, so listen to what they have to say and be nice.
They are not bad and useless, but they do have a hard time. They lost everything and want to be taken care of again by you. They are easily confused and need to be handled with care. Challenge them, but set clear rules for how you will act. Don't let them bully you around.
Challenging customers can be a pain, but they are also important. We have encountered some of the problems above, so we know how hard it is to deal with them.
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Written and Published By The Strategic Advisor Board Team
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