Difficult Customers, are they profitable?
Post 1 of 25
This is an article I sent couple of months ago to my sales department, and I want to share it with you.
Several of the problems that can face a business are because of the customers, who suddenly, assume attitudes that put the company in difficult situations. All wish the same: a good treatment and service, but from time to time we ran into with which they demand a special treatment. To know how to handle these complaints it can help to that the work is easier and to turn insatisfechos clients profitable "prospectos".
Four types of difficult customers exist, here we give to the characteristics of each one and some advice you to know how to treat them.
1. The angry customer
One appears in your business with two objectives: to transmit how the facts happened and to express their feelings, other people's to the problem in most of the occasions.
You do not put yourself to the defensive. Once present this attitude, is so that you already became jumbled emotionally.
Go beyond the anger. Often, the client lets see his frustration because they do not express with clarity the real problem? you have to keep focus on the objective.
Avoid situations that can be irritables. Most of the times you can avoid the things that bother them (delayed deliveries, defects in products, bad service).
Do not promise impossible things. Do let the client to push you during the discussion and borders to promise things to you that you will not be able to fulfill.
Special Pon attention in which it can say. In several occasions, in the eagerness to want to give a guessed right answer to the client, some commentaries can be misinterpreted, generating greater distrust and annoyance.
Negotiate a solution. It is not difficult if you make yourself a simple question: ?How he would like to solve this problem?. Of this form the negotiation is simplified.
Give follow up. To find a solution to the problem does not mean that by that same fact the conflict has been solved, gives follow up until your customer is satisfied.
2. Un-friendly customer
They usually walk with greatness airs, pumped chest and the noise pointing to the sky. When entering a business they assure they will not find what they're looking for.
This type of clients is logical, nonintuitive, oriented to obtain results. In order to make decisions one is based on facts and proven experiences reason why frequently it needs the proposals in writing. (Keep an eye on this and take note)
It demands knowledge perfectly. All the personnel must know the product or service that offers.
Tell him about success situations. Explain to your client the benefits obtained with other costumers, this will give a solid image of your business.
You must show your ability to solve the problems and your power of action. Demonstrate that you have the knowledge and the experience to satisfy his necessities.
3. The discussion-lover customer
Fanatic of discussions and with each speaking-battle apparently enlarges his ego, lives in the ambivalence since, any thing that you say to him, he will look for the opposite answer immediately.
By nature he is aggressive and surely he will not reach an agreement with you. Each phrase that you communicate to him will go accompanied of NO, so you do not allow yourself to fall in this trap.
He is direct, does not need the details, only the benefits or what must know before making a decision from purchase, reason why it does not interest to him use the telephone for commentaries without importance.
Make a contract. Specify there payment dates and payment terms, also the conditions in which you will provide him the services or products. A copy must be given to him and all the details that you consider are important before the complaints come.
Do not contradict. Better is listening which are his necessities before beginning to offer any product or service.
Get tons of patience. This type of clients almost never will agree with you, so that's why you must be tolerant; relax and listen. Possibly he has a bad temperament, but it can mean a good opportunity of business too.
Keep the businesses atmosphere. To these clients it concerns the appearance, reason why to treat delicate subjects in informal places could consider like an impoliteness or little formality of your part.
4. Timid/Modest Client
In appearance he is innocent. In truth he represents a headache with the passage of time, since he is going to occupy much of his appraised time in listening to all histories of his life including familiar problems and the government in your country!
One of its characteristics is that at the time of buying surely also it will use you to be relieved, when giving too much time to this clients will prevent you to take care of others. When this happens, try to understand the person and l'inciter a aller as soon as possible!
You must be comprehensive, but let him know that it is necessary that you continue taking care of the other people.
Use the human touch. All we can contribute to make a negotiation more placid. In this case you will have to add a little empathy, of this form the client will feel that a good service is occurring him.
Doubts? Question? Ask constantly if everything is ok while more information you offer him, your client will feel satisfied.
Show interest by the commentaries he makes and use them like example to demonstrate to the effectiveness of your product or service, in order that the client feels accepted and identified with you. Do rapport!
thier
Each person has a different world on the head. Customers will always be different and they will always exist the conflictive one, the one that does not listens, distrustful and the unfaithful one.
* From the Manager's Side, How to Provide Support
Managers must decide on a case-by-case basis when to step in and take over for the associate. They should always intervene if the customer is not merely difficult, but abusive. It's important that the manager handle the situation in a way that does not make the associate appear incompetent, while explaining to the customer that the associate has been following companies policies.
GOOD THING: if you handle it correctly, you'll still get some profit. Don't ya think?
Several of the problems that can face a business are because of the customers, who suddenly, assume attitudes that put the company in difficult situations. All wish the same: a good treatment and service, but from time to time we ran into with which they demand a special treatment. To know how to handle these complaints it can help to that the work is easier and to turn insatisfechos clients profitable "prospectos".
Four types of difficult customers exist, here we give to the characteristics of each one and some advice you to know how to treat them.
1. The angry customer
One appears in your business with two objectives: to transmit how the facts happened and to express their feelings, other people's to the problem in most of the occasions.
You do not put yourself to the defensive. Once present this attitude, is so that you already became jumbled emotionally.
Go beyond the anger. Often, the client lets see his frustration because they do not express with clarity the real problem? you have to keep focus on the objective.
Avoid situations that can be irritables. Most of the times you can avoid the things that bother them (delayed deliveries, defects in products, bad service).
Do not promise impossible things. Do let the client to push you during the discussion and borders to promise things to you that you will not be able to fulfill.
Special Pon attention in which it can say. In several occasions, in the eagerness to want to give a guessed right answer to the client, some commentaries can be misinterpreted, generating greater distrust and annoyance.
Negotiate a solution. It is not difficult if you make yourself a simple question: ?How he would like to solve this problem?. Of this form the negotiation is simplified.
Give follow up. To find a solution to the problem does not mean that by that same fact the conflict has been solved, gives follow up until your customer is satisfied.
2. Un-friendly customer
They usually walk with greatness airs, pumped chest and the noise pointing to the sky. When entering a business they assure they will not find what they're looking for.
This type of clients is logical, nonintuitive, oriented to obtain results. In order to make decisions one is based on facts and proven experiences reason why frequently it needs the proposals in writing. (Keep an eye on this and take note)
It demands knowledge perfectly. All the personnel must know the product or service that offers.
Tell him about success situations. Explain to your client the benefits obtained with other costumers, this will give a solid image of your business.
You must show your ability to solve the problems and your power of action. Demonstrate that you have the knowledge and the experience to satisfy his necessities.
3. The discussion-lover customer
Fanatic of discussions and with each speaking-battle apparently enlarges his ego, lives in the ambivalence since, any thing that you say to him, he will look for the opposite answer immediately.
By nature he is aggressive and surely he will not reach an agreement with you. Each phrase that you communicate to him will go accompanied of NO, so you do not allow yourself to fall in this trap.
He is direct, does not need the details, only the benefits or what must know before making a decision from purchase, reason why it does not interest to him use the telephone for commentaries without importance.
Make a contract. Specify there payment dates and payment terms, also the conditions in which you will provide him the services or products. A copy must be given to him and all the details that you consider are important before the complaints come.
Do not contradict. Better is listening which are his necessities before beginning to offer any product or service.
Get tons of patience. This type of clients almost never will agree with you, so that's why you must be tolerant; relax and listen. Possibly he has a bad temperament, but it can mean a good opportunity of business too.
Keep the businesses atmosphere. To these clients it concerns the appearance, reason why to treat delicate subjects in informal places could consider like an impoliteness or little formality of your part.
4. Timid/Modest Client
In appearance he is innocent. In truth he represents a headache with the passage of time, since he is going to occupy much of his appraised time in listening to all histories of his life including familiar problems and the government in your country!
One of its characteristics is that at the time of buying surely also it will use you to be relieved, when giving too much time to this clients will prevent you to take care of others. When this happens, try to understand the person and l'inciter a aller as soon as possible!
You must be comprehensive, but let him know that it is necessary that you continue taking care of the other people.
Use the human touch. All we can contribute to make a negotiation more placid. In this case you will have to add a little empathy, of this form the client will feel that a good service is occurring him.
Doubts? Question? Ask constantly if everything is ok while more information you offer him, your client will feel satisfied.
Show interest by the commentaries he makes and use them like example to demonstrate to the effectiveness of your product or service, in order that the client feels accepted and identified with you. Do rapport!
thier
Each person has a different world on the head. Customers will always be different and they will always exist the conflictive one, the one that does not listens, distrustful and the unfaithful one.
* From the Manager's Side, How to Provide Support
Managers must decide on a case-by-case basis when to step in and take over for the associate. They should always intervene if the customer is not merely difficult, but abusive. It's important that the manager handle the situation in a way that does not make the associate appear incompetent, while explaining to the customer that the associate has been following companies policies.
GOOD THING: if you handle it correctly, you'll still get some profit. Don't ya think?
Award 15 MVPs (
What's this?
)for the best answer.
02 Jul 2006 02:44
Post 2 of 25
Dear Mike,
The categories and behaviour you mentioned are not "Difficult" customers.
These are "non-serious" customers.
Rgds,
parikshit
The categories and behaviour you mentioned are not "Difficult" customers.
These are "non-serious" customers.
Rgds,
parikshit
04 Jul 2006 03:34
Post 3 of 25
If you think like that then no business my friend. Usualy I get them all, money talks a god language.
05 Jul 2006 19:21
Post 4 of 25
Usually difficult customer's are the most serious customers. As Capacity India stated, you were writing about time-wasters.
08 Jul 2006 05:27
Post 5 of 25
Replying to [MikePTY-HK]: I have found through my cusomer service experience with irrate customers with complaints, is to stay calm and simply say to them ' what would you like us to do to resolve the situation '
Once this has been said it puts the ball in the customers court and confuses them. Although they are being irrate about a complaint, quite often they dont actually have any idea what they want u to do about it.
This may not be an answer for everyone but 8/10 times it works for me
Once this has been said it puts the ball in the customers court and confuses them. Although they are being irrate about a complaint, quite often they dont actually have any idea what they want u to do about it.
This may not be an answer for everyone but 8/10 times it works for me
13 Jul 2006 08:33
Post 6 of 25
Replying to [MikePTY-HK]: ...money talks a god language. Oh yes that's chinese. Money is god!
22 Jul 2006 08:26
Post 7 of 25
i been looking at couple of marketing product for the u.s.a.
The only thing about china, you talking to them, they ask where you from. You say u.s.a then they triple market up price. So you not even getting it for wholesale. Even one sample just to make sure its looks ok should be wholesale price. If i wanted to pay retail I just go to ebay and get my product. Why pay all that shipping cost just to get same item.
The difficulty i got dealing with people in china, is that you talking to them making sure they ok company. Specially if im buying electronic. they make you waite 2 hours by the time they response back to you in chat..
Now what i do if i have to wait for a reply after 5 minutes and i dont get any i go to next company who wants to do my business.
thanks zarina
The only thing about china, you talking to them, they ask where you from. You say u.s.a then they triple market up price. So you not even getting it for wholesale. Even one sample just to make sure its looks ok should be wholesale price. If i wanted to pay retail I just go to ebay and get my product. Why pay all that shipping cost just to get same item.
The difficulty i got dealing with people in china, is that you talking to them making sure they ok company. Specially if im buying electronic. they make you waite 2 hours by the time they response back to you in chat..
Now what i do if i have to wait for a reply after 5 minutes and i dont get any i go to next company who wants to do my business.
thanks zarina
23 Jul 2006 22:16
Post 8 of 25
Replying to [zarina2006]:
Replying to [zarina2006]:
I think you are a little prejudice. Why I say so , because I am a chinese producer and exporter.
Regarding the price, some product to USA have special requirement, so we give several choices(low price and a higher price) to our USA buyer and emphasis why the higher price product fit for USA market.
The decision is made by themselves.
Regarding the lower value sample, we offer the free sample if the buyer would pay the postage.
Regarding the higher value sample, we return fee to buyer after the order to the decided amount. Of course, we bear a part of money with buyer in begin time.
If you always meet the opposite situation in China, why not cooperate with me?
If convenient, please view our online introduce(trade delete) and we are looking forward to work with you in the near future.
Replying to [zarina2006]:
I think you are a little prejudice. Why I say so , because I am a chinese producer and exporter.
Regarding the price, some product to USA have special requirement, so we give several choices(low price and a higher price) to our USA buyer and emphasis why the higher price product fit for USA market.
The decision is made by themselves.
Regarding the lower value sample, we offer the free sample if the buyer would pay the postage.
Regarding the higher value sample, we return fee to buyer after the order to the decided amount. Of course, we bear a part of money with buyer in begin time.
If you always meet the opposite situation in China, why not cooperate with me?
If convenient, please view our online introduce(trade delete) and we are looking forward to work with you in the near future.
24 Jul 2006 01:27
Post 9 of 25
Replying to [MikePTY-HK]:
Customer is our boss!!!!!
In a business we are not going to dealt with only one person and we are not going to share his personal character.
We are giveing quote,sample and confirming the order
And negotiating terms,then we are sailing according to the agreement tems and coditions stipulated in the contrct
This is the duty of the seller to point out the things in a polite and business way,even if we met problems and angery due to his busienss circumstances.
1. The angry customer
2. Un-friendly customer
3. The discussion-lover customer
4. Timid/Modest Client
There may be customers you have identified as above
But any business man whether he is a any of the type as you have pointed out,expects that he needs his products with quality and in time as we have agreed.
if there is any deviation in production,quality and shipping time
we should not go for finding the cause
we have to solve it immediately and inform the situation in a polite manner
as you aware,after getting the samples from us,these buyers advertise and book orders and promise the delivery schedule to his cliants,if there is any delay and deviation in quality his total busienss will collapse.Is it possible to face his customer. And what will be the future business for him
So we have to plan well and work very sensitive manner
starting from beginning procureing raw material upto shipping
there is no way to spell and clasify the buyers
This is my practical experience and reply
So we the head of the institutions haev to face the customer directly and there is no need to explain about the customer and the kinds
Customer is our boss!!!!!
In a business we are not going to dealt with only one person and we are not going to share his personal character.
We are giveing quote,sample and confirming the order
And negotiating terms,then we are sailing according to the agreement tems and coditions stipulated in the contrct
This is the duty of the seller to point out the things in a polite and business way,even if we met problems and angery due to his busienss circumstances.
1. The angry customer
2. Un-friendly customer
3. The discussion-lover customer
4. Timid/Modest Client
There may be customers you have identified as above
But any business man whether he is a any of the type as you have pointed out,expects that he needs his products with quality and in time as we have agreed.
if there is any deviation in production,quality and shipping time
we should not go for finding the cause
we have to solve it immediately and inform the situation in a polite manner
as you aware,after getting the samples from us,these buyers advertise and book orders and promise the delivery schedule to his cliants,if there is any delay and deviation in quality his total busienss will collapse.Is it possible to face his customer. And what will be the future business for him
So we have to plan well and work very sensitive manner
starting from beginning procureing raw material upto shipping
there is no way to spell and clasify the buyers
This is my practical experience and reply
So we the head of the institutions haev to face the customer directly and there is no need to explain about the customer and the kinds
SIGNATURE:
About Our Company
24 Jul 2006 04:48
Post 10 of 25
Replying to [MikePTY-HK]:
At first,thank you spent many time at this article,it's seems excellent.Learn more here.
I don't know how can do with my client,all your said i trying to get it, and somtime i can do it.
Today is so terrible thing occured,one of my client ,maybe not my real client,just give me some reply when i send mail to him. Yes,i always send mail to my buyer frequently, whether this effective or not.I am stick to do this matter. But today he is bored and give me a mail end of the word"Fuck",why????Even he won't establish a cooperation t me. Don't abuse me indeed.
So,never treat buyer as your god.Supplier and buyer is au pair, the price we can discuss,the delivery date also can be discussed. It's doesn't matter!
Do you angree with it?![[em8]](http://img.alibaba.com/images/eng/style/icon/emoticons_cry.gif)
At first,thank you spent many time at this article,it's seems excellent.Learn more here.
I don't know how can do with my client,all your said i trying to get it, and somtime i can do it.
Today is so terrible thing occured,one of my client ,maybe not my real client,just give me some reply when i send mail to him. Yes,i always send mail to my buyer frequently, whether this effective or not.I am stick to do this matter. But today he is bored and give me a mail end of the word"Fuck",why????Even he won't establish a cooperation t me. Don't abuse me indeed.
So,never treat buyer as your god.Supplier and buyer is au pair, the price we can discuss,the delivery date also can be discussed. It's doesn't matter!
Do you angree with it?
31 Jul 2006 05:03
Post 11 of 25
Replying to [zarina2006]:You are an efficient person.I want to be an efficient person too.But you misunderstand chinese people.They reply an email to you for two hours.Because they want to satisfy you.They need to think it over.Furthermore,you are not their only one customer.They have another thing to do.Pls don't be so acute.Otherwise,you will lose something.
01 Aug 2006 23:36