Dealing With Angry Customers: A Plan For Boynton Beach Business Owners
“Great minds think alike, but fools seldom differ.” ~ English Proverb
Last week, I wrote about handling upset customers, and I laid out a simple four-step method:
1) Hear the customer and don’t interrupt.
2) Mirror back (empathize) with something like: “I can understand why you’re upset. I would be upset too.” Or, “I’m really sorry that happened to you.”
3) Ask: “What can I do to make this right?”
4) Resolve – Unless the request is absolutely ridiculous, DO IT!
But what happens if the customer is completely ridiculous?
It starts here: as the owner or general manager of the Boynton Beach business you’ll need to decide just how much empowerment you’ll give your staff to resolve an issue.
Let’s assume you have 3 levels of personnel in your Boynton Beach business — front line, manager, and you. You might give the front line person the authority to give $100 worth of satisfaction (credit, whatever) when the customer isn’t just being ridiculous — and up to a $50 credit even if the request is ridiculous.
You might then give the manager the authority to give up to a $300 credit even if the customer is ridiculous — and a $1,000 credit otherwise.
Notice that the ridiculous requests still get handled, just … not as generously.
Credits over this amount may need your personal approval. You’ll need to determine where these levels are and put them in writing. But just as important as where the levels are, is how everyone is trained to handle the ridiculous customer.
If your people think the client is being ridiculous, or the amount is more than they are comfortable with, they should be trained to pleasantly stall for time and refer it to you later with something like, “I’m sorry, I’ll need to talk with my boss about this. I’m sure you’ll be hearing back before noon tomorrow. And if we can’t, I’ll be sure to call you.” Then be absolutely certain to get back to the client before your associate said you would.
When you have a PLAN in place, you can handle just about anything in your business. No matter how crazy.
Feel very free to forward this article to a Boynton Beach business associate or client you know who could benefit from our assistance — or simply send them our way? While these particular articles usually relate to business strategy, as you know, we specialize in tax preparation and planning for Boynton Beach families and business owners. And we always make room for referrals from trusted sources like you.
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