Turning challenges into opportunities

Unhappy Customers! (Pt. 2 of 2)

By Sherif Attar

In a world of ever-changing ambiguity and uncertainty, executives have to face two challenges: excellent performance and people development. Where many managers think those endeavours are “competing”, this author believes they are “completing”. GET DOWN TO BUSINESS argues.

Step Five: Presentinga solution

There are two ways to do this. If you feel that you know what will make your client happy, tell him how you’d like to correct the situation.

You could say, “I know you need these samples by tomorrow to show your own customers. I will call our other clients to see if they have extras that they can spare, and, if they do, I’ll drop them off at your offices no later than 4:00pm.”

If the customer resists your solution, ask him what will make him happy.

For instance, “If my solution doesn’t work for you, I’d love to hear what will make you happy. If it’s in my power I’ll get it done, and if it’s not possible, we can work on another solution together.”

Step Six: Taking action (and Follow-up)

Once a solution is agreed, take action immediately. Explain every step you’ll take to fix the problem. If the customer has contacted you by phone, make sure he has your contact details. This gives a feeling of control because he can get hold of you again.

Once the situation is resolved, follow up with your client to ensure that he’s happy. Whenever you can, go beyond his expectations. You could send a gift certificate, a great discount on next purchase, or a hand-written apology.

Step Seven: Using the feedback

This is to reduce the risk of the situation happening again.

Identify how the problem started: a bottleneck that slowed shipment? A sales rep forget to confirm an order?

Find the root cause of the problem and make sure it’s fixed, then consider using Kaizen to continue improving practices. Also, ensure that you’re managing complaints and feedback effectively.

Further tips

• Learning how to stay calm under pressure can help you get through challenging situations with grace and professionalism.
• If your client is especially angry, talk slowly and calmly, and use low tone. This will lower the tension, and ensure that you don’t escalate the situation.
• If your client has sent you a difficult email or they’re angry with you over the phone, then offer to meet in person to address the problem. This will not only diffuse anger (since it’s harder for most people to get truly angry face to face) but it also shows that you genuinely want to fix the situation.
• Occasionally a customer may become verbally abusive. If things escalate, you may need to be assertive and stand up for yourself, or even walk away from the situation to give the client time to cool down.
• People in your team might be the ones on the “front line” when
  it comes to dealing with difficult customers. Make sure that they know how to manage their own emotions when dealing with difficult people.

Adapted from Mind Tools

For questions or suggestions, please send your comments.

Sherif Attar, an independent management consultant/trainer and organisation development authority, delivers seminars in the US, Europe, Middle East and the Far East.

[email protected]