4 Tips For Handling Difficult Clients

Love them or hate them, dealing with difficult clients is a part of being a business owner. Unfortunately, at some point or another, you’re going to have to deal with a problematic client who simply isn’t happy with your services or products. 

And while you might not be able to make everyone happy 100% of the time, there are certain tricks for diffusing uncomfortable situations and making peace. If you’re looking for ways To handle tough clients, then this article is for you.

Listen

In some situations, you may have customers that are unable to find a common ground with.  Perhaps they refused to pay you, or maybe their demands are simply impossible to fulfill. However, in most cases, people are simply looking for someone to hear them out. 

Often they have frustrations based on a simple lack of communication or innocent misunderstanding. That’s why one of the first things you should do is make a point of listening to your customers. Let them explain what their issue is, and hear them out until the end. 

Avoid arguing or talking over them, and allow them to paint a clear picture of what their issue is before you respond. Sometimes the simple act of listening can go a long way.

Choose Your Words Carefully

At the end of the day, we’re only human. When someone is being hostile toward you it’s natural to want to respond back with hostility. However, it’s important that you react to difficult customers as if you were in front of an audience. 

Choose your words carefully and remember that you must remain professional at all times even if things start to get heated. Respond calmly using logic and empathy rather than allowing yourself to match your angry customer’s frustrated tone.

Remember, It’s Not About You

Even though it may feel like you’re being personally attacked, the truth is that rarely is it actually anything to do with you. In many cases frustrated customers have had a hard day and are lashing out at you as an easy target. Try not to take it personally even though it can be hard to do so. As long as the customer doesn’t personally know you, there’s no reason for you to believe what they’re saying affects your self-worth. Be gentle with your client and also gentle with yourself. 

Find a Solution

In addition to listening to difficult clients, you should always present them with a solution. even the most difficult of clients will usually continue to come back if you can offer them a resolution. 

In fact, a recent survey showed that as many as 8 out of 10 customers would continue going back to a business even after being dissatisfied if they were to compensate them for their negative experience.