How to Deal with Difficult Clients

Every business has their fair share of difficult clients; it is part of the experience of owning your own business. It can also be a valuable learning experience and business-building experience. Quite often a difficult client can help you grow. Of course in order to reap any rewards, you must learn to successfully handle difficult clients. Here are a few strategies to help you along the way.

Listen

Listening to a difficult client is perhaps the single most challenging task. However, when you really listen to a client, it accomplishes several things. First, the client feels as if they have been heard. This is important and oftentimes it is what they are really looking for. They want to know that you have heard their complaints and concerns. Listening means not interrupting. It means responding to their concerns and complaints without getting defensive – even if they are one hundred percent wrong. A client can tell you have been listening to them if you respond with comments that confirm you have heard them. For example, “I understand” or “I hear what you’re saying.”

Honesty

Once you have heard your client’s concerns, spend some time reflecting. When you take an honest look at the situation, it may be that they have a very valid point. This is where business growth and better customer relationships happen. Ask yourself, “What can I do to improve the process and prevent this from happening again?”

Apologize

A simple apology can go a long way to mend fences. It is important to know that apologizing doesn’t mean you are admitting to any wrongdoing. An apology can simply let your client know that you are sorry they were frustrated or that they experienced any difficulties. For example, “I’m sorry the product didn’t meet your needs.” This is a simple apology that addresses a customer’s problem without saying that your business is at fault.

Make Amends

When you can, make amends; however, it doesn’t always make sense to make amends with a client as some clients will never be satisfied. The best thing may be to let them know you are not the right company to meet their needs and move on. However, a difficult customer can also turn into your best customer.

Making amends often makes great business sense. For instance, provide the customer with a discount. Give them something for free. Provide them with a coupon for future use or offer to repair the product at no cost. There are many ways to make amends, and the situation and the customer will often determine your best course of action.

Be proactive. Often, simply creating a system to manage difficult clients will help you streamline the process. The faster you can come to a resolution, the happier you and your customer will be.

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Author: jm

Joan Mullally has been doing business online for more than 20 years and is a pioneer in the fields of online publishing, marketing, and ecommerce. She is the author of more than 200 guides and courses designed to help beginner and intermediate marketers make the most of the opportunities the Internet offers for running a successful business. A student and later teacher trainee of Frank McCourt’s, she has always appreciated the power of the word, and has used her knowledge for successful SEO and PPC campaigns, and powerful marketing copy. One computer science class at NYU was enough to spark her fascination with all things digital. In her spare time, she works with adult literacy, animal fostering and rescue, and teaching computer skills to women.