Dealing with Difficult Customers
Paying attention to customer’s opinions about the business is important. Sometimes it is important to stop and think about what your thoughts are about your customers. Your attitude about your customers comes across in your business actions. If you don’t like your customers, they will know it.
We have all been in line where the person in front of us caused a scene and made it difficult on the employee when it is no fault of the employee working. When it is my turn, I usually end up apologizing to the employee and then want to make their job a little better to compensate for the display of the previous customer. I fully expect the employee to treat me with respect still and not take their frustration out on me.
Employees in general are not trained in acting to hide their annoyance in dealing with difficult customers. So it is important to consider the impact of the limits businesses set on dealing with new customers based on experience of past customers. What procedures are in place to deal with difficult customers and are they limiting your interactions with the next customer?
This is where feedback from customers can help you in determining if your treatment is fair. Maybe you don’t realize that your processes are harsh based on a few bad experiences. What limitations are you placing on your business in dealing with new customers based on bad interactions with past customers?