4 Tips to Turn Difficult Customers into the Best Customers
By NETWORK. LEAD. EXCHANGE.
Each professional deals with difficult customers, however instead of discarding them, turn them into loyal patrons. Network Lead Exchange has a few tips to convert these customers.
Every business has stories about difficult customers. Many entrepreneurs take the advice to discard difficult customers because the good customers will provide double the return. However, a great entrepreneur takes difficult customers and turns them into loyal customers. The key to this conversion is empathy. Use these tips and be the go-to person at the next networking event.
Walk in the Difficult Customer’s Shoes
Difficult customers are often not difficult because of the product or service, they’re difficult because there’s a stressor under the surface. When a customer is difficult about a product or service, it’s often because they feel the interaction with the business is something they could control. Think about who they are and what they’re looking for. When walking in this customer’s shoes, it unlocks greater perspective and makes these customers easier to understand.
Don’t Argue, Just Listen
A difficult customer lacks the feeling of being heard. That’s why they’re explicit with their words. They’re sharp because they’re looking for a response due to not feeling heard. Arguing points reinforces a difficult customer’s idea of not being heard. Instead, listen to them. Paraphrase to clarify. Use statements including, “If I’m hearing you correctly, you’re saying…”, and paraphrase what they’re saying. When customers feel heard, they’re less defensive.
Work Together to Find a Solution
While a solution to a problem may be self-evident, the best way to convert a customer isn’t just telling them the solution. Difficult customers want to work through problems. Guide them through the problem, and towards the solution. The customers will feel invested in the product; more importantly, they’ll feel invested in the business.
Understand the Principles of Assertiveness
Some difficult customers like to push just to see what they can get away with. Assertiveness and aggressiveness are different – assertiveness means respecting others while claiming respect for oneself. Politely let the customer know if they’ve gone too far or if they’ve crossed a line; remind them of the commitment to find a solution. When they know everyone is working together, it takes the edge off. Remember, no one deserves to be disrespected.
Difficult customers are opportunities for conversion. These principles also work in networking as well. Be the go-to person in a network by having the golden touch with difficult customers @NETWORKLEADEXCHANGE.COM.
