How to Make a Difficult Customer a Winning Deal for Your Store
It may not be enough Quality of products Alone to satisfy all your clients and customers, including, for example, the “difficult customer” who cannot see anything positive in your products despite repeatedly modifying them to his request, or he is late in making payments, they drain your energy and time with their communications and the long arguments of their complaints that have no specific goals. And the customer who refuses solutions and other models that are the negative part of your business, here are some tips and strategies that enable you to deal with this difficult type of customer to benefit and profit from them in your store instead of getting rid of them.
Read also: Why do some products fail in the market?
- Direct the discussion toward your products' features
When presenting the product to a difficult customer, enumerate its features to the customer and what you have developed that will make it truly useful for the customer. Avoid the difficult customer’s suggestions to modify the product. Do not expect the difficult customer to lavishly praise your product despite its value and high quality. When you review the product, do not ask the customer for his opinion. In the product, rather ask him about the usefulness of the product’s features and the extent to which the desired goals are achieved when purchasing this product.
- Keep your words simple, positive, and constantly use the same terms
Which makes it difficult for customers, including the customer, to trust your store and your products, which increases your sales. Choose your words carefully and positively, especially if you use different languages to communicate with customers, and be the wisest party in order to convey your message more effectively while maintaining the relationship with customers. For example, using the word “Economical” instead of “cheaper”, or “clarifying the idea” instead of “hashing out the details”, and so on.
- Understand the customer's point of view beyond the personal level
A difficult customer may say insulting words about your business, perhaps because of his ignorance or lack of knowledge about your field of work and the mechanism of your products. Understanding the customer’s perspective will help you not escalate the situation and communicate your idea more effectively. For example, imagine the customer closing his conversation by saying, “Based on my limited experience.” You will do so more effectively. Be wise and tolerant of belittling words that come from difficult customers, such as belittling the importance of your product or the work you do, so you will be more able to turn the conversation into a solution to their complaint.
- Ask your client to be specific about what they want and what they are aiming for
It is the ideal solution for clients who slip into long, branching and philosophical conversations that have no fruit but wasting your time, or for them to make you a field of unloading, such as by presenting a general problem to confront you with, or generalizing a small problem to all of your products and businesses. In this case, the method of asking your client will help you. It should be specific to shorten the effort.
Ask them directly: If we solve your problem, will that fix this situation?
- Acknowledge customer problems and complaints
To show him that you are willing to support his needs, rephrase their problem for them, which will pave the way for shifting the discussion towards finding a mutually appropriate solution to the problem at hand.
- Focus on radical solutions
Do not let small details distract your goal towards finding a solution to save time and effort in dealing with a difficult customer, and do not exhaust your energy and time in dealing with the consequences and effects of the problem instead of fixing the problem itself in the first place. Feedback from customers and answers to your own questions about the effectiveness of the product may help you achieve this.
- Set boundaries for dealing with your difficult client
This will make you appear firm in front of a difficult client, and will reflect your respect for your work and clients. It will also enable you to remain in control in your dealings with a difficult client. For example, if you do not tolerate your clients being repeatedly late for appointments and meetings, you will find them in the future respecting the appointments on the agenda. Between you.
You can write down your store or customer relations policy, expectations and goals of the business for them to sign, and review the terms with the customer to make sure they are familiar with them and that they are legal.
- Follow a policy of close communication with customers
In order to avoid conflicting ideas and misunderstandings in the future, record any phone calls or means of communication with the client through which you clarify the details of the business between you. Send an email that includes a summary of what was agreed upon after each meeting or phone call so that all points of controversy have been resolved. With the client in a documented manner.
- Allocate more effort to the difficult client
Sometimes you may encounter a difficult client whom there is no point in dealing with in any professional manner. Here you can appoint one of your employees to deal with the client. It is preferable to ask the client when choosing the employee to complete business with him so that he does not feel insulted. On the contrary, tell him that you are offering him Exemplary customer service.
At the end of this article, there is no doubt that the world of business and stores has a negative part like other fields, but if you want to achieve more and more profits in the long term, you must follow what you have learned from your experience in dealing with a difficult customer in addition to the above tips.
It is also worth saying that dealing with difficult customers may cost you time and money, which you may earn an alternative return if you invest it in developing your products, maintaining your loyal customers, and attracting good customers. If the return from the difficult customer is not worth the effort, reduce your losses from him and move on. Increase your productivity with profitable customers, and in return your competitors will get the difficult customer. In that case, this is a win-win for you and your business.
