Difficult Customers. We All Have Them.

I wish I could tell you that all customers are going to be easy.  But I can’t.  I won’t.  However, I can give you a bit of advice on how to handle them and keep your sanity in doing so.

First of all, don’t take it personally.  If they are difficult with you, then they are probably difficult with a lot of people.  Perhaps they are just having a bad day, week, or year.  Trust me.  People can have a bad year.  Try not to let them drag you into their anger and frustration.  The person who stays in control will remain in control.  

Second…don’t speak.  Sit quietly and listen.  Let them get it all out and then try repeating what they said only in your words.  They will feel heard.  Being heard is what most want anyway.  

Lastly, if possible, try resolving the problem with a couple of different solutions and allow them to chose.  Then follow up with them later.  

I can’t say these suggestions are going to work 100% of the time but they will work from time to time.  Hopefully, you will be able to walk away cool, calm and collected.