Dealing with difficult customers can be frustrating and challenging. But what you may not realize about these more challenging customers is how essential they are to the success of your business.
Whether customers come across as impossible to please, demanding or hard to communicate with (or all of the above), they offer you invaluable opportunities to improve your business with each interaction.
- They Prevent You From Losing Future Customers:
Sure, it can be emotionally draining to listen to an unhappy customer. But the truth is, not all unhappy customers speak up. Instead, they’ll stop doing business with you and disappear without giving you the chance to correct a perceived mistake. By dealing with difficult customers, you receive important insights on what may prevent other customers from returning.
- They Help You Provide a Better Customer Experience:
Many difficult customers are just looking for their concerns to be heard. Have you ever noticed that by simply allowing a person to express their opinions and frustrations uninterrupted can instantly reduce an escalation? Dealing with difficult customers not only allows you to improve your listening skills, but your ability to resolve problems promptly and efficiently. These skills are key to providing excellent customer service, which is the foundation of a successful business.By giving you the opportunity to turn sour situations into positive ones, difficult customers are more likely to become returning customers, or at the very least, result in one less negative review about your business.
- They Can Help You Increase Sales and Brand Loyalty:
This is where difficult customer complaints are an invaluable learning tool. Listening closely to a customer’s concern (regardless of whether you agree or not) allows you to see an alternative point of view on how your business can improve a product or service. Even if a difficult customer doesn’t return, his or her feedback may be just the tool you need to wow future customers and keep them (and their friends) coming back for more.
- They Help You Improve The Structure of Your Business:
Although we’ve touched on the benefits of difficult customers when it comes to improving a product or service, they can also help you improve the overall structure and functioning of your businesses operations.Handling a difficult customer requires patience, compassion, empathy and the motivation to provide a positive experience. Since no business is exempt from dealing with difficult customers, you may choose to develop new protocols, trainings and structures in your business to ensure you’re well equipped for challenging situations. As an added bonus, when staff members feel they’ve successfully dealt with a difficult customer, it will improve their motivation when seeing a return on their efforts.
As you can see, difficult customers are a good thing for business. Without them, you’re missing out on crucial feedback and information that could make all the difference in your success.