Unreasonable customers are a common sight and are inevitable in any business. These customers are tagged as “unreasonable” because they often demand a service or product which are: not provided by your business; are impossible to satisfy, or haggle for the price which can endanger your business. Moreover, unreasonable customers often exhibit rude attitude towards your sales and customer reps, which makes the overall situation a dissatisfying and disengaging experience to your team.
No matter how unique or valuable your product or service is, not all your customers will be fair to your business. Despite that, it is still important to win these people over so as not to affect your image, and more importantly, your bottom line.
That said, there are little-known secrets to handling this type of customers. In this post, we will discuss the way your business can cope with unreasonable customers, allowing you to turn the tide and transform them into a happy, satisfied, and loyal patrons of your business today.
Listen and Empathise
The first step in resolving issues with difficult clients is to listen to them with genuine sympathy. More often these customers believe that their unreasonable request is in fact quite reasonable. To ease the situation, you need to assess the situation with your customer’s perspective in mind and identify the things they actually know and which are not about your business which can trigger their unreasonable request. When they speak, focus on what they say and not on what you want to say afterward. Understanding where they are coming from is critical to solving this problem.
Let Them Know Your Side Too
After you heard their side of the story, you also need to tell them your point of view. To do this, you need to share them inside information about your business. Most of the time, people often perceive our business as the same to other related yet different business, which often leads to false beliefs. For instance, if your customer haggles for what he or she think is a “just” price, explain to them how and why you arrive at such, like the challenges you need to face to deliver the product or service.
If they request for an additional service that is not included in your agreement and which they do not intend to pay, show why your business is not providing those by presenting facts and information available. In such way, you will be able to tip the scale evenly and propose a more viable option to the said customer.
Consider Other Options
After you have identified the specific problem your customer is trying to solve, you need to start thinking of other solutions that are fair and beneficial for both of you. Can you deliver just a part of that “extra” service instead of committing all of it? Can you meet the impossible deadline with part of the project instead of all of it? Can you suggest other items which can work just as good as the other item which they are haggling for a lower price? In doing so, you can also find new ideas or approaches which you can also apply in the future.
Assess the Cost of Saying “Yes”
Catering to unreasonable customers certainly comes with a cost, all related to customer support. Make sure to tally up all the additional cost due to dissatisfied every month and compensate that cost through other ways such cost-cutting or raising the price of your product.
If you can’t afford to raise price or lessen your expenses, you just anticipate how many often an unreasonable customer would show up, and set a separate budget for it so you can take a profit hit without worrying about it too much.
Evaluate the Consequence of Saying “No”
What are the repercussions of saying no, and possibly losing a customer if you say no their demands? If what they want is impossible to satisfy and you find no other possible alternatives, then you are left with no choice but to deny them with their demands. That said, sometimes saying no to difficult customers are more beneficial in the long run. Instead of getting that 50 bucks, saying no will allow you to save more time, energy and resources. But as a stated earlier, always assess the situation first before you anything else.
If you can’t satisfy their request, then don’t forget to say sorry. Despite everything, they are still your clients and you are sincerely regretful that you can’t provide what they want. You can send them an e-mail or a follow-up phone call expressing your sincere apologies to help preserve the relationship.
Even if your customer is unreasonable, we still don’t know what this person is going through in his or her life or what pushed them to act that way. That is why a simple thank you – even if they leave your business for any negative reasons – is still a must. This shows that you acknowledge and value the relationship you had and also allows you to know that you are still in good terms with them even after they terminate the contract with you.
Whatever Happens, Don’t Let Them Leave the Store Angry
With the proliferation of social media and internet today, rumors and negative issues about your business can spread like a wildfire- especially if it’s from a disgruntled customer. It’s crucial to appease your unreasonable customer immediately to avoid them posting anything which can taint your company’s reputation. Remember: any negative news about is bad for your business.
The first step to ensuring that your unreasonable are attended accordingly is to have a team of committed and highly-skilled customer reps sales reps. By having the right team on the field, you can guarantee that all customers’ requests are handled correctly and in a timely manner, thus reducing the chance of having disgruntled customers.
These are just some of the ways to help you deal with an unreasonable customer. Do you have any ideas that can help us deal with this type of customers? If you find this post helpful or you have any ideas to share, hit the social buttons and post your comments below.