How to deal with difficult customers

We all know that dealing with difficult customers can be really challenging, but in business it’s essential to be able to handle any situations that may arise. Of course it’s tempting to fight fire with fire, and to dispense with customers you don’t enjoy dealing with, but this approach can be detrimental to your growth. Whatever the size of your business, it’s inevitable that there will be some customers who are more difficult than others, so planning how to work with them can be beneficial. But what’s the best approach?

Prepare yourself mentally
Having the right mental attitude will help prevent your buttons from getting pushed and enable you to respond in a calm and professional manner. If the customer has an issue with something, remind yourself that they’re not necessarily mad at you, but at the situation.

Really listen to the customer and empathise with them
Put yourself in their shoes and understand that they're having a difficult time as well. This will help you be more patient and compassionate and, ultimately, to handle the situation successfully.

Be discreet
If possible, don't deal with the situation in a public place, but remove yourself from earshot. Whether it’s face to face or on the phone, it’s always best to resolve the issue in private so you can speak openly. Invite the customer to speak to you one to one in privacy – for example in your office – and the chances are that everything will run more smoothly.

Be aware of your non-verbal cues
What you don’t say will speak volumes, so be mindful of the non-verbal cues that you’re giving off. Actions such as rolling your eyes, looking bored and/or pointing your fingers are likely to aggravate the situation rather than improve it.

Compensate them for their discomfort
Taking this step isn’t always necessary and it will depend on your reading of the situation. For instance, if the issue is due to an error on your part, can you maybe do something extra for the customer, such as giving a freebie as a way to apologise.

Owner of decimal+ accountants in Newmarket, Ben Case, points out that any growing business will tend to have its share of difficult customers, so it’s important to work with them rather than ignore them and in doing so make the situation worse. ‘In an ideal world we’d all be working with customers we love,’ comments Ben. ‘But in reality there are always going to be a few bumps in the road, so it’s important to have a plan for dealing with them. How you react to difficult customers reveals a lot about your brand, and it’s always possible that working effectively with difficult customers can actually help to convert them into long-term fans of your business. So rather than burying your head in the sand and trying to avoid them, create a plan for dealing with difficult customers and there may well be a positive outcome for both parties.’

Decimal+ are accountants in Newmarket and Cambridge, so if you’re looking for a fresh approach to your accounting, why not contact us for an initial discussion?