How to Deal With Distressed Clients

Get on the same page

Most business owners, managers, and employees can share stories about difficult customers. In most of these stories, the customers are unreasonable, stubborn, or misinformed. Some of their requests are impossible, irrelevant, or hard to understand. This can cause a long and tense back-and-forth between the customer and the company representative.

However, I’ve noticed that most “difficult” customers act this way because they’re not getting what they need. When this happens, it would be better to pause and try to understand where the person is coming from. If you can get on the same page, you can solve the issue quicker. In addition, knowing the specific problem gives you a definitive goal even

Let's say a customer is frustrated because of the delivery, not the product. If you keep talking about the product, you're not solving the customer's problem. It's important to listen and make sure you understand what they are saying. For example, you could summarize their concerns and then ask if you got it right. This will show that you are listening and clear up any misunderstandings more quickly.

Don’t keep them waiting

Waiting for a customer is never a good experience. No matter what business you are in, it causes impatience and frustration.

Even if a customer is willing to wait, an extremely long response time is still not good. They might be willing to wait now, but they won't trust you to respond to more urgent concerns in the future. And it may come up in their reviews about you.

Make sure that you keep track of customer transactions and divide the work so that it gets done quickly. You don't want any mistakes, like forgetting to do something or leaving a customer waiting for a long time without an update. To make sure this doesn't happen, use management tools and hire more employees.

If the transaction is going to take a long time, the customer needs to be kept up to date on what is happening. Explain to them what you are doing so that they can adjust their expectations and know that you are doing your best, despite the lengthy process. This is why restaurants will ask patrons if they are okay waiting for certain dishes. Customers should know when to expect something.

Thank them

When customers call you, wait for a response, or send an email, they are giving you their time and effort. Acknowledging this shows that you care about them and what they have to say.

However, sometimes customers don't believe that you care about them. They know that you may be getting several calls and inquiries at a time, so they may not feel optimistic that they will get the help they need. They may feel like they need to assert themselves or be defensive.

If you show that you understand the effort people put into bringing concerns to you, no matter how big or small the concern might be, they are less likely to feel like they need to prove themselves worthy of your time. They will also be more open about their needs and trust you to address them.

Apologize when you can

Even when you do everything right, it is not always possible for a customer to have a good experience. When customers complain or are in a difficult situation, it is usually because they believe you have made a mistake. In most cases, refusing to admit that mistake will only make the customer more frustrated. 

One of the best ways to calm down an angry customer is to apologize. Accepting some responsibility shows that you value your customers' opinions and needs. It also should reduce any tense energy and get the customer to a point where they will be more willing to listen to your side of the story.

If a customer has written a review about you that is negative, in some cases, they may be willing to change the rating if you take responsibility for the mistake and address it. This also makes you more credible, as it shows that you are willing to offer solutions, even when you are at fault.

Furthermore, apologizing is simply the best way to show empathy. It shows that you understand and care about your customers' concerns and are willing to help them.

Educate your customers

Some distressed clients will come to you not knowing what they need. For example, they may insist that they need a specific product or service even though they should be purchasing something else. In our case, some clients will inquire about filing lawsuits, but don't know whether they have grounds to do so.

You need to educate your customers about your niche, company, or product. That will make it easier for them to understand what you are proposing and how it can help them. If a customer doesn't understand something, take the time to explain it to them. Only then should you propose a solution to their problems.

Customers who make educated decisions about their purchases are less likely to complain or be confused.

This is why it is important to have informative content about your business. You could start a blog, send out an email newsletter, or create an FAQ page for your website. People who might be interested in buying from you can look at this content and learn more about what you sell and how it works. If someone doesn’t understand how to use your product, you could also send them a link to a blog post that tells them everything they need to know about it.

Customers are the lifeblood of any business

No matter how good your products, technology, marketing strategies, or employees are, your company isn't going to grow without customers. The more your customers trust you, the more likely they are to come back and tell their friends about your business.

Even if a customer is distressed, there are things you can do to prevent a conflict from happening.

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