No matter how your employees and your business in general focuses on customer service, every small business owner has faced a less then contented customer (sometimes that is putting it mildly). Maybe the problem is they think they found a better deal at a big box store, or they had a problem with your product after only six years of extensive use, or they can't purchase bags for the vacuum cleaner you sold them at Wally World, etc. The question is how do you deal with such a customer? The natural urge is to fight back, but a recent article at Bloomberg Business Week presents some different approaches.
- Listen up.
- Pace yourself.
- Take the lead.
Try the techniques mentioned in the article the next time you face a difficult or combative customer (sadly to say you'll probably get a chance far too soon), or do you have some suggestions you've had success with in the past?