Types of difficult customers, how to successfully handle, probably change them (2)

Customer service, which is the provision of service to customers before, during and after a purchase is the soul of every business and to stay ahead of competition startups need to understand how to deal with ‘difficult’ customers.

The habitual complainer

It is characteristic of customers to complain. This is a good thing because complaints can be a very rich source of positive and constructive feedback for your business.

But when you find a particular customer who complains all the time – even about the pettiest of things – you may have a habitual complainer on your hands.

These customers complain about everything and anything. They nag about your prices, the layout of your office, the colour of your shirt, and even the weather.

For this type, nothing is ever good enough. That is why it can be almost impossible to totally satisfy them.

How to handle the habitual complainer

While his complaints may seem harmless, you need to be careful with the habitual complainer because their attitude can exhaust you and totally stress you out.

First, you need to come to terms with the fact that you cannot satisfy everybody. And the habitual complainer is one of those. Accepting this fact will help you limit yourself from going out of your way to satisfy them every time.

Give your very best.

This does not mean you should ignore the habitual complainer. Give her your attention and let her know you are listening. Never give in to the temptation to make excuses or explain your way out of her complaints.

No matter what she says, respond calmly and nicely, and with a smile (if you can find one.)

If there are any valid complaints you think you can fix, then do something about it. It is always a good strategy to make a note of all the things she’s asking for and serve him at once. That way, you do not have to deal with her multiple times.

Madam ‘No Boundaries’

This type of customer does not respect boundaries and expects you to respond to her requests immediately. It does not matter if it is 3 a.m. in the morning or at the weekend. She will send you email, texts and would even give you a call at the oddest times.

Madam ‘ No Boundaries’ is the type of customer that invades your personal life and leaves you feeling swarmed and overwhelmed.

The Indecisive

They will ask you questions, and even more questions, but still cannot make a purchase no matter the quantity of information you provide.

‘Indecisives’ want to be 101 percent sure that they are getting the best deal, quality, price and features before they buy. They are usually afraid of making any mistakes. That is why they keep asking questions, comparing, and ‘investigating.’

This type of customer is the classic time waster. They will exhaust your energy and time, and still won’t buy. Although they are harmless and often very polite, this type of customer can be very draining on your productivity.

How to handle the Indecisive

The key to handling the Indecisive is to determine their hot button. What exactly are they most concerned about? Price? Quality? Quantity? Features?

When you know what their hot button is, it is much easier to ‘ force’ them to make a decision. If they make the decision, good for you – you will make a sale.

And if they do not make the decision, you can just ignore them for the time wasters that they are.

Another way to move Indecisives towards a decision is to ‘sweeten’ the deal. Give them a price or bulk discount, a free taster, or offer a money-back guarantee.

Better still, you can introduce some urgency to ‘help’ them make a decision.

Either way, you need to be strict with this type of customer. If not, they will eat up your time and energy, and leave you exhausted – without a sale, of course.

As long as you are in business, you will surely encounter difficult customers from time to time. They will always be there. Your job is to handle them successfully.

Always remember that your ability to successfully handle difficult customers will lead to greater respect for your business, more patronage, higher sales and healthy staff morale.

It is not enough to put the blame on the difficult customers. By applying the techniques in this article, you can adapt to their tactics and hopefully, convert them to friendly and loyal customers.