As an entrepreneur, you probably have experience in dealing with angry customers. Sometimes your angry customers are right because of mistakes made by you or your company, but sometimes their irritation is because they are always angry or because other problems they have.
How you can deal with the different angry customers?
You probably know that customers are always right. But, in many cases that can be the wrong approach. Wrong because of you and your time in which you will need to deal with that angry.
1. Listen to Them
Regardless the type of customer who’s angry on your company, you need to be a good listener before everything else. You need to know why they are irritated and what’s the mistakes that they think your business makes.
2. First Analyze Before Decide Anything Else
Don’t decide before you make a good analysis of that angry customers.
You need to ask questions like how that customers contribute to your business, how much income they generate for you, what’s the frequency of their buying habits, can you improve something about that…
Based on the answers of that questions you can decide about worthiness of your time to deal with such a customer.
3. It’s Nothing Personal
Sometimes the language of angry customer can seem very personal to you. But it’s not personal. Whatever your angry customer says or does, don’t take it personally.
You are an entrepreneur, with customers who in most cases are disappointed by your business processes, not by you or your employees.
4. If it’s Worth Your Time, Ask How You Can Make Him Happy
You don’t want only to satisfy that angry customer. You want to find real problems and try to improve your business processes for the future. The best information can come from these types of customers.
But, you need to be careful, especially for the customer who is not someone who contributes in large for your company. Sometimes they can be ordinary passers that come once and never again to do business with you. Ask yourself is it worth your time to find how to make them happy.
5. Put That Customer on Your Waiting List
When you know reasons for their irritation, you will need additional analysis to make the right decision. Thanks for the information and tell that you will call them later.
But, don’t forget to call them back.
6. Is it Worth Time Dealing With Them?
You already know the value for that customer, and you already checked the sources of the problem, now you can easily decide about is it worth dealing with them.
7. Call Them Back and Talk About the Problem
When you decide what you need to do, call them back and start talking with them about the problems. Now, probably they are not so nervous and the conversation can be more informative and qualitative for you.
You have two possibilities: to apologize or stop your future business with them.
8. Apologize and Promise, or Fire Them
If they are worth for you, and you find that your business processes are the real reason why they are angry, you can tell them that something like that will never happen again. Apologize and tell them what you have already taken to deal with the problems.
If they are not worth for you, and their angry is not because of your business mistakes or your analysis mean that you simply lose your time, you can fire them. In such a way, you can increase your own productivity focusing on your most important customers, or someone who contributes for your business.