How To Make Money Despite Unpleasant Customers

If you have been in business for a while, you might have a good idea of how to make money even in the midst of irate customer threats. For instance, I am sure that you have already become acquainted with the customer who has threated to sue over a product under $30 which they claim does not work as described. I am sure that you have also been informally introduced to the customer who has threatened to have your business closed down over an alleged privacy policy breach. If you have not met either of these individuals, then I am pretty sure that you have met their cousin who completely abuses your money back guarantee.

Although these individuals do not come around too often, if you plan to be in business for a while, you will unfortunately make their acquaintance. Some situations can be easily diffused at the outset, while others will prove to be more difficult. I suppose we can just chalk this aspect of business up to the nature of business. Not every customer will be ideal. 

 

Nevertheless, there are some simple strategies for dealing with upset customers without losing very much sleep over the isolated incidences. I have listed five such strategies below.

 

1. Do Not Take Anything Personally

Although you are entrenched with your business, you are separate from your business. If someone has a problem with something produced by your business, this does not necessarily mean that they have a problem with you. Unfortunately, you will be the recipient of an upset customer's disdain, therefore you should not be surprised if a customer attacks you at a personal level. Not surprisingly, name calling is not out of the ordinary.

If you take these attacks personally, you are likely to become engaged in a shouting match with the customer. This will resolve absolutely nothing, and gives the customer leverage to make things worse for your business.

Diffuse the situation by being kind. The more unpleasant you find the customer getting, the more understanding and polite you should become. If this strategy proves to be ineffective, kindly request that the customer contact you at a time at which they have calmed down, and are willing to have a meaningful conversation. There is absolutely nothing wrong with refusing to speak to a customer who is in an irate frame of mind.

 

 

2. Do Not Rely Too Heavily On "The Customer is Always Right" Motto

It is common the hear that, "the customer is always right" in customer service training. While this is true to the extent that we want the customer to be happy, and therefore continue giving us their business, sometimes customers are flat out wrong. While you should always attempt to accommodate the customer, such accommodations need to be made within reason. Do not allow the customer to outright abuse your business. You do not need such a customer in the future.

 

 

3. It is Not Always Your Problem

Often times negative external life events contribute to inappropriate customer behavior. This is not your problem, and you should not be the recipient of their unrelated frustration.

If you do end up listening to their rant, kindly respond by telling them you understand their frustration, and want to work with them to come to a resolution. Often times this will diffuse the anger, and reveal the rational human being beneath it.

 

 

4. Do Not Be Intimidated

Unfortunately, customer service lends itself to the fears of business people doing next to anything to avoid the potential harm of a threat, even if this means losing money, or backing down to unreasonable demands. If and when you are threatened, consider the validity of the threat. No individual is going to pay the attorneys' fees, much less the filing fees of bringing a legal action in a low dollar transaction.

While you should do what you can to accommodate the customer within reason, you should not give in to unsubstantiated threats due to fear of a lawsuit. If the demand if frivolous, not only would no attorney take the case, the court would grant a motion to dismiss based on the failure to bring a claim upon which relief can be granted.

 

 

5. Be Prepared To Part Ways As A Last Resort

As alluded to above, not all customer relationships are worth salvaging. You may have heard the saying that one happy customer tells one person about your business, while an unhappy customer will tell ten or more.

There is no doubt that word of mouth can be one of the best, or worst things for your business. In fact, "the customer is always right" motto is based upon this fact. Therefore, in a best case scenario, you should try to salvage the customer relationship. However, in a worst case scenario be prepared to sever the relationship.

 

Thus in conclusion, if you have been in business for a while, you probably know how to make money despite such unsavory individuals. However, if you are new to online business, or any type of business for that matter, just be away that these customers can be potential obstacles to success only if you allow them to be.

 

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