Dealing with The Angry Customer

Every company has conflicts with clients from time to time. Here are tips and tactics on how to handle a disgruntled customer throughout the way through the 4 stages to the customer conflict cycle.

“Seek first to understand, and then to be understood.”
Stephen Covey, Author

Stage 1: The notification
This is when your customer first voices his concern. You may receive a phone call, but even more common is an email.

Email is an efficient way to communicate, but not the best way to respond to problems. Even if your client chooses to complain in an email, resist the urge to follow suit. Instead, pick up the phone and set a time to meet face to face.

Stage 2: Remove the splinter before it gets infected
The longer it takes to address the problem, the bigger the problem becomes in your client’s eyes. No one enjoys facing an unhappy customer, however speed is one of the most important elements of handling these issues effectively.

The minute you hear about a problem—whether directly from a customer or from an employee—reach out immediately. This shows that you are concerned and dedicated to client satisfaction.

Stage 3: Release the pressure
When you finally meet with the customer, keep your cool. Even if you know the client is dead wrong, don’t let emotions get the best of you. Losing your temper will get you nowhere, could shut down communications, and damage your relationship forever.

Most importantly, listen first. You may be tempted to try to solve the problem right away (or worse, defend your position). However, by this point the problem has been festering. You need to allow the client an opportunity to vent. So let him. Don’t interrupt. Just listen carefully to what’s being said. It shows that you sincerely care about the problem and want to help.

Stage 4: The Solution
Once he’s released all the pent up emotion, it’s time for you to talk. The first words out of your mouth should be his. In other words, repeat the concerns he just voiced. This reinforces to the client that you were listening and understand the problem – it helps calm the situation.

Say, “Let me see if I understand. You’re unhappy because. . .” In addition, repeating the issue will ensure that you and your customer are in agreement about the full scope of the problem.

If you’re not certain what will make the customer happy, ask him. This way, he can have some input into solving the issue. In many cases he will offer a solution much less time intensive or expensive you had expected.

Conclusion
While we’d all love to go through life without having to deal with customer complaints, that’s simply not reality. Problems will arise. So instead of putting your head in the sand and avoiding the issues, follow these tips to turn problems into opportunities!

Victoria Downing is a leading authority in the remodeling industry, writing for Remodeling magazine, presenting educational seminars across North America, and is the author or co-author of several industry books, including “The Remodeler’s Marketing”