Easy Ways to Identify & Deal with Bad Customers

We all have bad customer experiences. It is inevitable to come across a difficult customer at some point in time, but how do you deal with them? What can you do to make sure they don't happen again and that the experience doesn't ruin your day?

Having a bad customer is never fun. We all want to make our customers happy and we try our hardest to ensure they're satisfied with their experience. But, there are some people who just seem like they're too hard to please and no matter what you do for them, they can't be satisfied. The good news is that it's not impossible to spot these types of clients before you get in over your head - so here are six ways to identify if someone will be a difficult customer:

5 Ways to Identify Difficult Customer

1) They always complain about something, even when the situation doesn't warrant it- this means that they'll find an issue with anything you do or say and complain about it, whether they're entitled to do so or not. If they give you an inch, they'll take it all the way to the top of Mt. Everest on their own mountain of complaints. This makes them very unpleasant to deal with because you never know what will set them off on another tirade about you or your company - so tread lightly around these kinds of clients!

2) They always want something for free- this is a sign that they don't value your service and aren't willing to pay the price you ask for. They may also expect more than what was promised and try to weasel their way out of paying any sort of fee. This ties in with the lack of value - when people don't really care about what they're paying for and aren't willing to pay a price for it, there's usually no incentive for them to hold up their end of the bargain.

3) They always question your judgments and/or decisions- this means that they're trying to take over the project and micromanage you, which will only frustrate both parties. You may find yourself constantly explaining or defending decisions that should be clear to the client, so try setting some ground rules before things go too far.

4) They constantly request updates and revisions- while some clients may need to ask for this more than others, if they're asking you for updates on a regular basis, it's probably because they don't understand the job requirements or feel like they're lacking in control. You may be frustrated by these extra requests, but at least you'll know why they're happening.

5) They're difficult to get in touch with- if you're having trouble getting in touch with your client, it may be because they're avoiding the project or because they're simply disorganized.

6) They don't like talking to you- this one's pretty self-explanatory, but it's still worth mentioning. If your client doesn't like talking to you (or very rarely talks to you) it's likely because they feel intimidated by, indifferent towards or frustrated with you.

10 Methods to Handle Difficult Customers

Once you've identified a difficult client, there are some ways to deal with it.

1) When they say jump, don't ask how high- this one's pretty obvious, but if your client is regularly setting tasks without providing the resources and time in which they need to be accomplished, there is little that you can do other than complete the task in the given time.

2) Keep things objective- this is especially important if your client is frequently asking favors of you. A difficult customer may ask you to complete additional tasks at work or expect you to prioritize his/her needs over your own. If it's necessary, be blunt about what your boundaries are and explain why you cannot aid him/her.

3) If it isn’t broke, don't fix it- difficult customers are notorious for wanting to change things that they're satisfied with just for the sake of changing them. If you notice this tendency in your client, explain why certain changes can be dangerous or more trouble than they're worth. He/she will either heed your advice or find somebody who is willing to do things his/her way.

4) If you can't beat them, join them- sometimes it's best not to get into an argument with a difficult customer. Instead of wasting energy trying to convince him/her that your way is the best way, simply do what needs to be done his/her way. Be sure to document the conversation, and remind him/her that you'll be happy to do things your way once he/she is satisfied with the results.

5) Focus on solutions- difficult customers are always focused on what's wrong in a situation instead of looking for ways to make it better. Don't get caught up in their negativity, but instead always focus on solutions.

6) Give it back- if the difficult customer is demanding the impossible, sometimes it's best to just hand back whatever you are negotiating for. For example, if he/she demands free service because of an inconvenience, explain that you would be happy to credit him/her for future service, but you cannot service for free.

7) Give the difficult customer a chance- sometimes customers are difficult due to a simple misunderstanding or lack of information. Before you completely write him/her off as a difficult customer, see if you can resolve the problem by politely asking questions and gaining more clarity about what he/she wants.

8) Make concessions- if a customer's demands are justified, try to make some kind of concession as long as it doesn't harm the company. For example, if a customer insists on something that would be time-consuming or impractical, offer to help out by doing some of the work.

9) Don’t show fear- it is natural for employees to feel nervous when they are faced with an unpleasant customer. However, you should try to avoid showing any anxiety so as not to escalate the situation.

10) Learn to say "No"- if a customer's demands are totally unreasonable or unacceptable, simply refuse. Do not attempt to negotiate unless you are willing to bend the rules.

Conclusion

We've discussed some of the most common reasons why customers become difficult to deal with. If you're experiencing any of these issues, it's important to address them head-on and take steps towards improving customer service in your business. The first step is always recognizing that there may be an issue before taking action or making assumptions about what needs fixing. Once you know where the problem lies, focus on how best to fix it for both parties involved - this will make sure all aspects are taken into account when dealing with a bad customer situation.