We all have them. No matter how committed you are to the happiness and contentment of your customers, you’ll undoubtedly encounter “grumpy” customers along the way. How you deal with these customers is what determines the result these types of customers have on your business and your future success. The goal of handling a “grumpy” customer is to not just have them continue being a customer, but make them your biggest fan! And here’s how to do just that…
1. Listen: Strain to hear what they are saying. Seek to understand what they are feeling. The trick here is to pretend they are not talking about you so you don’t get defensive. It’s vital to maintain your temper and composure. Strive not to be thinking about what you want to say. Press yourself to listen. Do not talk or argue! Be sure to take notes and gather all the information!
2. Clarify the situation: Acknowledge their feelings and how important they are to you. Put yourself in their shoes and think about how it would make you feel if the same thing would happen to you. For example, you might say, “I’m sorry we treated you this way,” or, “I would have felt like I didn’t matter and I would have been angry too,” or, “You are important to us and I’m sorry that what happened made you feel like the opposite.” Be careful to not agree or disagree. Note: Lower your voice. If they are yelling, and your tone becomes quieter, eventually you both will be talking at a normal volume.
3. Ask for permission to talk through it: Say something like, “Would it be ok if we talked through this? I might fumble through this, but I do better thinking out loud.”
4. Explain the situation: Explain what could have happened. Act in disbelief, like the offending behavior is exactly opposite of how we want to behave or how we do behave.
5. Ask: What steps can I take to resolve this? What can I do to make this right with you?
6. This sends you right into negotiations: Not that he or she thinks you are negotiating-you are though. The solution needs to be one that is agreeable to both parties.
7. Close: Agree together with your member to a solution and a plan of action.
8. Post Close: As you walk them out or hang up, assure your member that this is a good program and you have a desire to help them achieve their goals. Tell them “You matter to us (me)!” Thank the member for calling and letting you know about their feelings and what happened. Explain your desire to work this out, etc.
9. Act: Be sure you follow through on the plan of action you have committed to.
10. Follow up: Send a card, an email, flowers, a gift…show them that they are not just welcome, but that you value them as a member of the family.