Racing heartbeat, sweaty palms, furrowed brow—all sure signs you’ve been dealing with an angry customer. But that toxic situation is sure to go from bad to worse if you don’t know how to keep your cool.
That’s why my super speedy slice will show you how to handle those hostile customers faster than you can say, “Snakebite!”
Even the best small businesses in the world occasionally get angy customers.
I’m not talking about people who complain—I’m talking about those who are hostile, that are yelling, that are threatening to sue. What do you do in those situations?
The first and most important thing to do is be quiet. Shut your mouth. Let them get it all out. In fact, ask them “what else, what else”. Keep asking that question until they’re finished. Anger is like a poison in their body and it needs to be drawn out before you can help them.
Then ask them an “if then” question. “If we do this, then would you be satisfied?” That helps you get to a point where we’re talking about the future.
Also, if they’re complaining publicly, make sure that you respond publicly in a rational, calm way. Then future customers will see that you’re reasonable when it comes to complaints.
How have you handled the most hostile situation in your business? I’d love for you to share that in the comments section below. Also, if you’ve got a question you’d like me to answer in a future video, ask that below as well.
Thanks for watching and go do something to make your customers happy today.
Join the conversation:
How have you handled the most hostile situation in your business?
I respond to every question and comment. So, please, join the conversation!