How To Deal With An Unhappy Customer

Irritate one customer and they’ll tell a hundred people about their bad experience, but deal with them correctly and they will become a loyal and happy customer. Here are eight fool-proof steps to properly dealing with an unhappy customer.

1. LISTEN - The absolute first thing to remember in dealing with a customer’s complaint is to listen. Don’t interrupt, just let them talk. We all want to think that people are paying attention to our needs, so pay attention and let them talk their frustrations out. Often, just letting them vent their frustrations is enough to defuse an angry customer. Sometimes, if you let them talk and explain their frustration, they end up actually switching sides and start defending you.
2. ASK QUESTIONS - Questions help you get to the real problem and not just the one they called you with. By asking questions you accomplish two things: (a) you are able to clarify the areas of concern, and insure that you are both talking about the same thing, and (b) you demonstrate that you care about the customer and the problem.
   
3. VALIDATE THEIR FRUSTRATIONS - Let them know that you understand why they are frustrated, and that you care about eliminating their frustration. Don’t ever try to make excuses. Always acknowledge how upsetting the situation can be and assure your customers that you want to provide them relief as quickly as possible.
   
4. SEEK RESOLUTION - Ask them how they would like the situation resolved. They may not want what you think they want. Yes, it is true that sometimes what they want is unrealistic, but try to accommodate their desires as much as possible. Doing a little extra to resolve the situation will go a long way towards satisfying the customer and winning their continued support.
   
5. PAUSE BEFORE SPEAKING - Always pause before you respond, that pause indicates that you are thinking about what they have said and that you are formulating an appropriate response, not just rattling off some stock answer that you tell everyone.
6. DON’T PASS THE BUCK - Whoever gets the irate customer first should have as much authority as possible to resolve customer disputes. No one wants to be on hold while you “talk with your supervisor,” or “see what you can do,” or be passed around. Let their first point of contact be their last.
7. ACT QUICKLY - No one wants to wait hours or even days for some sort of resolution. When you make the customer wait, you are adding to the frustration and the problem, not resolving it.
8. SMILE - Let them be the grump, you be the ray of sunshine that is taking care of their problem. Be pleasant. Their problem may seem insignificant or irrational, but it is serious to your customers. Respect that concern and behave accordingly.

Remember the old saying, “The customer is always right.” Well, the customer is not always right—but they are always the customer.

Become A Partner With Your Customers

Vendor, preferred vendor and partner are three levels of relationships that sales people have with their customers. Unfortunately, most sales people have a “vendor” relationship. This means when the customer needs something, the sales person will more than likely submit a bid. The preferred vendor will already be on the bidding list and will receive an invitation to bid. The partner will make a recommendation to the buyer and provide the product without ever going to bid. Which type of relationship do you want with your customers and prospects?

Let me explain briefly how to become a partner with your customers and prospects. Here are a few simple rules:

1. Build Rapport – People buy from people they believe, like and trust. You should be working on the relationship long before you become aware of their need. Sales people who just show up like vultures when they see a specific sales opportunity will never build the relationship necessary to gain the trust of the buyer.
2. Learn their Business – The better you understand the total scope of the customer or prospect’s business, the better position you will be in to make accurate recommendations. When they know that you know their business you will gain their trust.
3. Know their Needs – Ask probing questions to learn their needs. Be specific. Your objective should be to know more about their needs than they do. When you understand the situation you can solve their problems with authority and certainty.
4. Offer Suggestions – Anticipate the customer or prospects needs. Through your experience working with similar customers, help them to meet needs and solve problems before they ever surface. Your knowledge, wisdom and experience will become a sought after tool in their daily work activities.
5. Be There – Make yourself available to help. See them on a regular basis. Talk with them and consult with them about all aspects of their job. Listen, consult, recommend, and supply. Become a part of the decision making process.
   

Capturing Your Prospects Attention

Sales people are a dime a dozen. In other words, the majority of sales people are alike. Since I’m a sales person, and have been for more than thirty-two years, I can poke a little fun at my profession. We need to use every advantage we can to stand out from the crowd. One of the best ways to do this is to use an attention getter. An attention getter is a prop that is used to open the mind of your prospect, grab their attention and cause them to want to know more.

We have about ninety-seconds to arouse their interest and to gain their trust before the prospect begins to shut down. Attention getters can be in the form of an analogy that has nothing to do with your product, an analogy that relates to your product, or a comparison of something that your prospect can relate to. The attention getter should be something physical and tangible.

Here is an example of an attention getter: A prescription bottle with a label that resembles a prescription, but with your company name and logo, directions for use similar to a real prescription, and your name in place of the Doctor’s name. Fill the bottle with Jelly Bellies or M & M’s. Here is how it works.

At a pre-arranged meeting with your prospect, greet each other and spend just a few moments establishing rapport. Ask permission to ask a few questions about them and their company. Ask questions that will establish a need for your product. Discover their PAIN. Having discovered their pain, tell them that you have a prescription for them that will take away the pain. Take the prescription bottle out of your pocket and give it to them. Tell them that by taking this prescription their business problem or pain will go away.

They will read the label, inspect the contents, and you can both have a good laugh. Then tell them that obviously the prescription will not take away their pain, but you would like to take a few minutes and explain how your products or services can solve their problems. You now have their attention, and they will want to listen to what you have to say.

Try using attention getters and experience more enjoyment and success in your sales activities.