Dealing with difficult clients is every business owner’s nightmare. They complain about everything; they bully, don’t set boundaries, are indecisive, and know it all. In this article, I will share with you some tips to handle difficult clients.
When dealing with a difficult client, always remember the age-old business mantra “Customer is King”. The phrase emphasizes the importance of customers in every business.
Regardless of the products you are selling or services you render, your customers are always right. And you must find a way to satisfy them (irrespective of how much they try to frustrate you).
If you want to have a successful business, your customer service must be exceptional. It’s not enough to get clients to use your services. You need to provide great experiences for these clients to buy from you again and become advocates of your company.
Some of the most successful brands in the world have one thing in common. That is, they build healthy relationships with their clients. And it goes a long way to help their business grow.
As a rule, don’t take issues personally whenever you are dealing with a difficult client. Of course, it can be very frustrating. But try to be empathetic and patient.
So, here are some helpful tips for handling difficult clients;
7 Helpful Tips to Handle Difficult Clients
#1. Don’t Take Difficult Clients Personally
As annoying as a difficult client may be, never take it personally. Try to be patient with them; who knows, they may be in a meaningless bad mood that is completely unrelated to your company.
As a rule, try to understand your clients’ traits and personalities. Know how they react to different situations and possibly predict their mood.
In addition, study your client’s body language whenever they come around. Once you realize that they are not in a good mood, empathize with them, and handle their issues swiftly.
Again, never allow a problematic client to become the source of your frustration and anger. Otherwise, it may affect your personal and professional life.
#2. Listen to Them
Listening is one of the essential communication skills every entrepreneur should have. This skill is helpful when dealing with difficult clients.
So, one of the tips to handle difficult clients is to listen to them. Of course, what they are saying may be wrong. But listen attentively and make them feel heard and vent.
Listening to an angry client makes them feel validated. Once you have listened to them carefully, they will want to listen to you in return.
And when it’s your time to talk, apologize for the misunderstanding, rectify the issues they complained about immediately. Even the most difficult client will always leave your office with a smile on their face with this approach.
#3. Find a Meeting Point
It’s human nature to be defensive. And you tend to be angry or possibly frustrated when handling a difficult client.
So, identify areas that could trigger your anger, annoyance, and frustration. Please take note of these areas, and avoid them altogether when discussing with an angry client.
Once you identify your emotional trigger, it will be easy to have a conversation with a client without taking it personally. It’s one of the best tips to handle difficult clients.
Empathy is one of the most effective tips to handle difficult clients. When a difficult client confronts you with aggression, a bad attitude, and rudeness, don’t reciprocate. Instead, be empathetic.
Put yourself in the client’s situation and find a permanent solution to his/her problem. The essence of all the aggression and complaining is because the client wants you to help them understand and solve their problems.
After you listen to your clients, always show them your willingness to help. Be genuinely concerned, respond with the right attitude, use the right words and body language to show you care.
And when the client is talking, don’t interrupt. Allow them to speak and listen to whatever they are saying (even if it’s wrong) with interest.
#5. Speak Slowly and Use a Gentle Tone of Voice
Of course, angry and difficult clients tend to raise their voices. They scream at the top of their lungs while trying to get everybody’s attention. It’s in their nature, so don’t react. After all, customers are always right.
Regardless of how hard your client tries to create a scene, don’t respond with a harsh tone. Speak with them slowly and calmly using a gentle tone of voice.
Slow down the speed of your speech, and ensure that your attitude is opposite to theirs. Once they realize that you aren’t reacting with aggression, they tend to be more logical and less emotional.
Try to always be the balance point of every conversation by speaking slowly and logically. That is one of the best tips to handle difficult clients.
#6. Imagine That There Are Other People Around You
In reality, it’s sometimes difficult to keep calm when handling difficult clients. Even though you set boundaries, they will always push you to the limit.
But you can work on your psychology so that you don’t react negatively to an angry or difficult client. It’s simple; just imagine that several other people are present while you are attending to the client.
Imagine how other clients lauded you for handling the situation professionally. With this thought, you are more likely to be calm and be gentle when responding to the clients.
According to sales psychologists, this approach is one of the best tips to handle difficult clients. It will help you to see the bigger picture instead of reacting on impulse.
#7. Accept Responsibility
Sometimes, it gladdens a client when you take responsibility. It doesn’t matter whether you are at fault or not; learn to take responsibility. Otherwise, you may lose that client.
Just accept everything the client says; it will calm the situation. And the clients may end up saying they know it’s not your fault.
These are the 7 tips to handle difficult clients; implement them the next time a client comes to your office shouting and complaining. These tips will help you calm the situation and make the client leave your office with a smile on their face.