Dealing With Difficult Customers

Table of Contents

• Dealing With Difficult Customers

• Jobs for (The) Pros:

• Food For Thought:

This post contains references to offerings from one or more of our partners also called affiliate links. We may receive compensation when you click on links to and/or purchase or make use of those offerings. None of these offerings include any additional cost to you.

Feeling drained by challenging customers? Fear not, Sales Pros! This piece equips you with ten effective strategies to navigate even the most perplexing personalities and build stronger relationships.

1. Isolate the Interaction: 

Don't let negativity spill over. Dedicate specific time slots to interact with demanding customers and prospects, keeping them separate from your high-value interactions. Remember: The 80/20 rule applies here, too.

2. The Power of Listening: 

Lend them your ear. Often, frustration stems from feeling unheard. By taking a moment to attentively listen, you can soften their stance and foster understanding.

3. Teamwork Makes the Dream Work: 

Don't go it alone. If personalities clash, involve colleagues with different strengths to approach the situation from diverse angles. Handing off a customer or prospect can happen at this stage. Use common sense and look into your business rules / conventions and check with your fellow Sales Pro and manager as applicable.

4. Price as a Reflection of Value:

Consider a price increase. The extra effort required to manage a difficult client justifies additional compensation. This incentivizes them to improve their behaviour or seek services elsewhere, freeing up your resources. The “Know your Comp Plan” rule applies here too - you’re a Sales Pro, you are supposed to be motivated by the earning potential!

5. Needs Assessment – Bridging the Gap: 

Ensure clarity. Mismatched expectations are a recipe for difficulty, nay disaster. Conduct a thorough needs assessment to align their desires with your offerings and adjust expectations accordingly.

6. Know When to Recommend the Competition: 

Be an ally, not just a vendor. If another competitor can better fulfil their needs, don't be afraid to suggest them. Putting their satisfaction first builds trust and fosters future opportunities.

7. Dropping the Client – A Last Resort: 

While not ideal, it's an option. If the relationship proves consistently detrimental, politely acknowledge that your partnership may not be the best fit and offer guidance for finding alternative solutions.

8. Focus on the Customer, Not the Conflict: 

Don't let emotions cloud your judgment. Maintain a professional demeanour and focus on their needs in spite of any personality clashes.

9. Mindset Matters: 

Check your assumptions. A positive, solutions-oriented approach sets the tone for the interaction. Remember, your perception can shape the reality of the encounter.

10. Their Loss, Not Yours: 

Don't take it personally. Difficult behaviour often reflects their own issues, not a flaw in your service. Accept it as their challenge and move on with a positive outlook.

By implementing these strategies you can transform challenging interactions into valuable learning experiences and maintain a healthy balance in your client portfolio. Remember, every difficult customer presents an opportunity to refine your approach and emerge as a more battle-hardened Sales pro.

Jobs for (The) Pros:

Food For Thought:

According to this report recent statistics show only 14% of employees around the world work in companies with strong ethical cultures and a mere 21% of U.S. employees are part of a workplace which actively promotes ethical values.

 In sharp contrast, 63% of customers want more ethical business practices and 84% of consumers consider a business’ ethics and values before they make a purchase.

Is the delta this mythical beast they call “growth potential”?

Thanks for your time, Sales Pros & have a great weekend!

Monday’s piece is on Do’s & Don’ts for Sales Presentations.