Ignore a valid complaint and you could be the next viral sensation for all the wrong reasons.
On the other hand, give in to every demand and you may be consumed with the often petty complaints of your worst customers and wind up pandering to them with freebies, discounts, and special attention.
That will cost you time and money, and perhaps worse, do little or nothing to solve the root problem.
‘Dealing with Difficult Customers’ will show you:
• How to stop using gimmicks and trick promotions to encourage repeat business and the alternatives that will keep your customers salivating for more,
• How "Hungry Hippos" and "Problem Children" are sapping your employees time and energy and what to do about them,
• The behaviours that turn great customers into dissatisfied critics and how to change them.
So the big questions is,….how do you turn demanding, dissatisfied, and disagreeable customers/clients into your best customers?
Further, "The customer is not always right. In fact, the customer is often blatantly wrong," say customer relation experts, Noah Fleming and Shawn Veltman.
"We're not saying all customers are difficult, but we are here to share what we've learned about why some customers are so hard to deal with and what you can do to not only handle the difficult interactions, but to prepare yourself for them so well that you can avoid them altogether."
In "Dealing With Difficult Customers" Fleming and Veltman will show you the behaviours that turn great customers into dissatisfied critics and how to change them.
There's a tried and true universal law that we can use in almost any business, in any industry, regardless of the situation:
Do everything within your power to make the current customer feel special.
It doesn't have to be anything big. Just make the customer feel special.
There are a lot of things you could and should do in your business that are dependent on time, effort, or money/capital. There's nothing stopping you and everybody in your business from finding ways to make your customers/clients feel more special.
Reference: Noah Fleming: Dealing with Difficult Customers: How to Turn Demanding, Dissatisfied, and Disagreeable Clients Into Your Best Customers
