Like in any aspect of life, in your business you will come across all types of people and you will often find some individuals will be more difficult to deal with than others. While the traditional ‘customer is always right’ attitude is necessary to a degree from a customer service point of view, it is important that you, as a business owner, learn the appropriate steps to take in order to satisfy your client without sacrificing your own sanity!
Firstly, you should set clear expectations with your clients from the outset, what they should expect from you and your process, and it is equally important to lay out what you are expecting from your client. To avoid any issues down the road set boundaries with your clients to maintain professionalism, boundaries may include setting clear communications guidelines between you and your customers.
It is useful to update your clients regularly and in-depth, the devil is in the detail with this one! This is where the traditional customer is always right view comes into play, as we mentioned above the balance is important. The client will be put at ease if they know what is happening with their product/service, this step could ensure customers don’t become difficult to begin with.
Acknowledge any frustrations your client may be harbouring; this will allow you both to open a clear line of communication and work together to find a viable solution to their problems.
Lastly, and arguably most importantly, when dealing with difficult clients you need to recognise when the situation is affecting you personally and rely on your teammates for help and support. Whether it be to vent or simply work through the issues before talking to the client, supporting one another with difficult clients may truly be the best way in dealing with them!
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