Get in here people. How have you been and what lemons has life thrown at you of recent?
Mehn guys!!!…the number of lemons thrown at me by life recently, were more than enough to start a lemonade company and I would probably call it The Lemonade Lemon Company. Don’t get it twisted, not that I ain’t happy at life at all, I am just saying that in this thing called life, you’ve just got to be cheerful and ready for whatever life throws at you.
I think the lemons thrown at me were mostly at my business, and trust me when I say that in doing business in Nigeria, be sure to know that you would meet a lot of people that would drive you nuts and make you question your competency and your existence in business.
I recall a few weeks back with one of my amazing clients, as I would choose to call her, the session was filled with drama which served as an eye-opener to me and also the source of inspiration for this blog post. This session made me realize that there are three major ways of dealing with tough…or better still…rude clients.
However you chose to deal with them, never bring the suggestion of a refund at first. Let the refund talk be the last option when all other options have been exhausted.
Step 1: As they say, the customer is always right and for every business, the customer is the kingdom. So first, whenever you meet the tough, hard nut to crack kind of clients, be sure to listen first. Don’t listen to defend. Rather, listen to understand…cause communication isn’t communication if there’s no understanding.
Step 2: In as much as I know this is where you would love to explain yourself and give them a thousand and fifty reasons why things turned out the way they did, I would always advise you stay calm, and politely apologize for the inconvenience you must have caused them while trying to clarify their complaints.
Step 3: This is where you give solutions or suggestions while trying to explain your part of the story in a very polite way. Try to prove your competency by propelling solutions that could remedy the situation.
The best way to do this is actually by asking for their input; asking them what changes they would want in the product(s) or service(s).
As easy as it sounds, it’s a lot harder to practice. However, these three points came to my rescue during my encounter with my amazing client who made me almost ask myself if truly I was called into the line of business I chose.
By the way, did I forget to add, there was no talk of refund simply because I adopted this few points of mine I just shared with you?
If you’ve ever had to deal with tough or rude customers or clients, please share with us your resolution mechanism.