Permit me to welcome you to the club of difficult customers. And here is the thing; if you happen to be among this unique class of people, then you can count on me as your friend.
Did I just say, friend? Yes, you are my friend.
In my exciting experience in the service industry for over a decade, I have grown to learn and appreciate difficult customers. At first, I kind of found them irritating. They often got on my nerves and stretched out my temperance elasticity.
But experience has taught me to cherish you guys. You are the bomb!!!
Well, to abort the risk of leading my readers into the state of wonder, let me be quick to share why I delight in welcoming difficult customers and who they really are.
Difficult customers are real customers every day, every time and everywhere. They come out natural and are devoid of any theatric tendency that has dominated our social lives today.
They come in without any window dressing and their personalities are laid bare.
The fact that there is just no pretense in them is simply intriguing.
If you are a business owner and customer focused, then you will be sure to have won their unflinching loyalty once you get them satisfied.
You can tell from their expression when you get it wrong. And their presence drives you to get it right or you get them out.
If you are like this, then welcome to the club.
- They come in angry
I used to have a couple of them as my key customers back then. You could get scared by merely staring at them. But I bet you, behind the mask lies a quiet soul that simply needs to be soothed with calm words.
- They are very impatient
Am sure you know what I mean here. Such customers can’t bear to wait for any service. The sight of any queue triggers them off. While other customers can comport themselves, my difficult customers will never take it lightly. The truth is that their presence drives in speed and service awareness in the atmosphere. And I kind of liked it.
- Really intimidating
These set of customers can sometimes appear intimidating. They always want to be served in their own way and style. A service provider that is not used to handling such customers could really shrink at their presence. But the way out is simple. Just stay calm and ask them what you can do for them. Such question brings decorum and will help you overcome their time monopoly.
- They seem to know it all
I used to have a customer like that then. He always fronted a personality that knew almost about everything in our industry. He is quick to fault any approach or system. What I do then was to offer him what we have and how we could meet his needs. This is done without denting his ego. I equally appreciate his versatility without belittling my company’s brand.
- The silent and moody ones
Now, these ones can be very confusing and complex to satisfy. But they simply need time and care to bring them out of their box. The moment you show genuine empathy and concern, then be sure to unlock their world.
- Regular complainants
They get disappointed at almost every service and they speak about it. I think the fact that they speak about it makes it all positive in some way. The best way to deal with such situation is to apologize without building any wall of excuses.
Finally, difficult customers are assets to customer focused businesses and liabilities to none customer centrist firms.
I strongly recommend that you read our post on Top 5 ways you can benefit from angry customers.
As for the new difficult customers, you are welcome to the club.