Customers aren't always easy to deal with. Every salesperson has a few customers that he hates talking with, because those conversations always turn unpleasant. And in rare circumstances, a customer can be so problematic that you're better off foisting him onto one of your competitors. The tricky part is knowing when it's the right choice to fire your customer.
Getting rid of a customer should always be your last resort. Just because a customer is difficult to handle or gets on your nerves doesn't mean that you should take the first opportunity to dump him. Hard though it is to admit, a customer might have perfectly valid reasons to be angry and even hostile with you. Whether the mistake is yours or comes from someone else in your company, simply acknowledging the error and doing your best to fix it can be all it takes to turn a difficult customer into a loyal and happy one.
Customers might have unrealistic expectations without knowing they're unrealistic. Sometimes a customer might be operating on bad information picked up from the media or from a friend who owned a similar product. In these situations, educating the customer in a supportive way is the best approach. Provide plenty of hard facts to back up your explanations, but be tactful – don't come across as though you're thinking, “I told you so,” or you'll just aggravate the customer further.
In other cases, however, the customer himself is the problem. Customers who are abusive, who make unreasonable demands and then refuse to change their stance, or who act unethically may be candidates for firing. But you still need to consider deeply before taking such a final step and be sure that you have all the facts first. For example, you might think that a customer is acting unethically when in fact they are simply unaware of the rule they're breaking. In that case, simply explaining the rules to that customer can solve the problem.
When it comes to abusive customers, different salespeople have different pain thresholds. Some don't care at all while others are badly shaken by a raised voice on the other end of the line. So it's up to you to decide how much is too much. If a customer repeatedly goes beyond your comfort level in the way he treats you, you may have the option of handing him over to another salesperson who has a thicker skin in such matters. If that's not a possibility, you may need to simply get rid of that customer before he destroys your peace of mind any further.
If it becomes necessary to fire a customer for any of these reasons, do so in as pleasant and professional a manner as possible. It's always tempting to give as good as you get, especially with a customer who frequently acts unprofessionally himself, but you must take the high road or you'll end up tarnishing your reputation. Remember that if you let a customer go, he's likely to tell people far and wide. Don't give him any more ammunition than you must.
One good approach is to tell the customer that you don't feel that your products are adequate for his current needs. You can add that because customer service is a high priority for you, you'd rather lose a customer than have him be unhappy. Then suggest one or two competitors whose products would be a better fit.
By Wendy Connick
http://sales.about.com/
Getting rid of a customer should always be your last resort. Just because a customer is difficult to handle or gets on your nerves doesn't mean that you should take the first opportunity to dump him. Hard though it is to admit, a customer might have perfectly valid reasons to be angry and even hostile with you. Whether the mistake is yours or comes from someone else in your company, simply acknowledging the error and doing your best to fix it can be all it takes to turn a difficult customer into a loyal and happy one.
Customers might have unrealistic expectations without knowing they're unrealistic. Sometimes a customer might be operating on bad information picked up from the media or from a friend who owned a similar product. In these situations, educating the customer in a supportive way is the best approach. Provide plenty of hard facts to back up your explanations, but be tactful – don't come across as though you're thinking, “I told you so,” or you'll just aggravate the customer further.
In other cases, however, the customer himself is the problem. Customers who are abusive, who make unreasonable demands and then refuse to change their stance, or who act unethically may be candidates for firing. But you still need to consider deeply before taking such a final step and be sure that you have all the facts first. For example, you might think that a customer is acting unethically when in fact they are simply unaware of the rule they're breaking. In that case, simply explaining the rules to that customer can solve the problem.
When it comes to abusive customers, different salespeople have different pain thresholds. Some don't care at all while others are badly shaken by a raised voice on the other end of the line. So it's up to you to decide how much is too much. If a customer repeatedly goes beyond your comfort level in the way he treats you, you may have the option of handing him over to another salesperson who has a thicker skin in such matters. If that's not a possibility, you may need to simply get rid of that customer before he destroys your peace of mind any further.
If it becomes necessary to fire a customer for any of these reasons, do so in as pleasant and professional a manner as possible. It's always tempting to give as good as you get, especially with a customer who frequently acts unprofessionally himself, but you must take the high road or you'll end up tarnishing your reputation. Remember that if you let a customer go, he's likely to tell people far and wide. Don't give him any more ammunition than you must.
One good approach is to tell the customer that you don't feel that your products are adequate for his current needs. You can add that because customer service is a high priority for you, you'd rather lose a customer than have him be unhappy. Then suggest one or two competitors whose products would be a better fit.
By Wendy Connick
http://sales.about.com/
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