Winning Over Difficult Customers

Small businesses are loved because of the personalized service they can provide. But what happens when a customer shows up with a list of demands longer than the mighty Mississippi? Unfortunately, it’s not uncommon for an oddball request to push the boundaries of the owner-client relationship.

When demands are made, remember these tips:

• Don’t blow a fuse. Even if the request seems ridiculous, take a deep breath and maintain your composure. Your calm demeanor can help change the course of the conversation and get to a reasonable resolution.
• Empathy goes a long way. Even if the request is over the top, put yourself in your customers’ shoes. It shows that you’re listening and willing to work toward a solution.
• Just say no. There may be a time when you simply can’t honor a request, such as if it conflicts with company policy or legal regulations. Instead, offer a new option the customer might not have considered and work toward a compromise.
• Rein it in. After handling a request, gently set the expectation that this will be a one-time option due to business constraints, but that you’re happy to make an exception for a loyal customer.

Seemingly unreasonable demands can test anyone’s patience. But if handled appropriately—with tact and understanding—you can still maintain high customer satisfaction and loyalty.