Ask an Expert
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FEBRUARY 2023 TOPIC: Dealing with Difficult Customers
Ruth King
President of Business Ventures Corporation |
OUR EXPERT:
Ruth King is president of Business Ventures Corporation. Well-known as “The Profitability Guru,” Ruth has a passion for helping small business grow profits and wealth. Ruth holds an MBA in Finance from Georgia State University and Bachelor’s and Master’s degrees in Chemical Engineering from Tufts University and the University of Pennsylvania, respectively. She started the Decatur, Georgia branch of the Small Business Development Center in 1982. She also started the Women’s Entrepreneurial Center and taught a year-long course for women who wanted to start their own businesses. More recently, Ruth was the instructor for the Inner-City Entrepreneur (ICE) program in conjunction with the Small Business Administration. After 12 years on the road, she knew there had to be a better way to reach businesspeople. She began training on the Internet in 1998 and began the first television-like broadcasting in 2002, launching her own TV channel. Ruth has also been interviewed by Wall Street Journal Radio Network, The Big Biz Show, and many regional and local radio programs. Ruth has appeared on MSNBC’s “It’s Your Money” program, Fox San Diego, and many other local television stations. Ruth has spoken internationally for Kohler, Carrier Corporation, Safeguard (division of Deluxe), and many other corporations and national/state/local associations. |
“I am a receptionist in a doctor’s office. You wouldn’t believe how rude some patients can be. I get hollered at about insurance issues, scheduling issues, and medication that’s not working. I basically get all the angst that shouldn’t be directed at me. I need a go-to response that is not too off-putting.” ~ A. T. (SC)
Dear A.T.,
Unfortunately, you are the messenger. People get angry with you because you are on the front line. Realize they are upset about the situation, and you are the brunt of their frustration. They are not upset with you.
One answer I would give is, “I’m sorry that you are having a problem with X. Here’s how I can help you resolve the situation:
“I’m a salon owner. What should I do about a customer who keeps making scheduling changes? She gives us more than the 24-hour window but is constantly changing things up. My employee who usually does her hair is refusing to give her services now. I’m stuck between this frustrating customer and my longtime employee.” ~ Cherie (CA)
Dear Cherie,
The next time she comes in, talk with her about the frequent changes. Give her specific examples of the changes so she can see the pattern. She might not recognize that she is doing this. Explain that she shouldn't make an appointment far in advance; instead, she should try to schedule an appointment a day or two in advance when she knows she can make it.
“I’m a restaurant owner. We have a local couple who comes in a lot, but they are extremely demanding and sometimes rude to my employees. I want to defend my employees, but I also don’t want to completely turn off these customers who spend a lot in our establishment. Any suggestions?” ~ Anonymous
Dear Anonymous,
Here are some things to consider:
How are they being rude? Was it something that an employee forgot to serve them? If the employee forgot something, did that employee give the couple a sincere apology?
If they are demanding, how are they demanding? What are they asking for that other customers are not? Is the level of service the same for all of your customers?
If the couple spends a lot of money at your restaurant, they obviously enjoy the experience most of the time, or they wouldn’t come back. Perhaps specific situations are triggering the demands and rudeness. Find out what they are and resolve them.
Dear A.T.,
Unfortunately, you are the messenger. People get angry with you because you are on the front line. Realize they are upset about the situation, and you are the brunt of their frustration. They are not upset with you.
One answer I would give is, “I’m sorry that you are having a problem with X. Here’s how I can help you resolve the situation:
- The number to call for your insurance problems is X.
- When can you come in? There is a time slot at X or Y. Which is better for you?
- You can talk to the doctor about your medication. I can schedule a time for you to talk with/see the doctor. She/he is available at X time or Y time. Which is better for you?
“I’m a salon owner. What should I do about a customer who keeps making scheduling changes? She gives us more than the 24-hour window but is constantly changing things up. My employee who usually does her hair is refusing to give her services now. I’m stuck between this frustrating customer and my longtime employee.” ~ Cherie (CA)
Dear Cherie,
The next time she comes in, talk with her about the frequent changes. Give her specific examples of the changes so she can see the pattern. She might not recognize that she is doing this. Explain that she shouldn't make an appointment far in advance; instead, she should try to schedule an appointment a day or two in advance when she knows she can make it.
“I’m a restaurant owner. We have a local couple who comes in a lot, but they are extremely demanding and sometimes rude to my employees. I want to defend my employees, but I also don’t want to completely turn off these customers who spend a lot in our establishment. Any suggestions?” ~ Anonymous
Dear Anonymous,
Here are some things to consider:
How are they being rude? Was it something that an employee forgot to serve them? If the employee forgot something, did that employee give the couple a sincere apology?
If they are demanding, how are they demanding? What are they asking for that other customers are not? Is the level of service the same for all of your customers?
If the couple spends a lot of money at your restaurant, they obviously enjoy the experience most of the time, or they wouldn’t come back. Perhaps specific situations are triggering the demands and rudeness. Find out what they are and resolve them.
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