WAHM Business – 3 Quick Actions on How to Deal with a Difficult Customer

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I  related the recent incident with my customer. She could be the most difficult customer that I have ever had in my history of running a WAHM business. I believe that WAHM business owners run their business with their integrity and honesty and there is no intention to trick or to cheat the customers. Mistakes, misunderstanding or miscommunication can happen between your customer and you. Some people just like to buy products or services from WAHM business because of the speed and personal attention.  

So, I am sharing here 3 quick actions what we should do when you are in the same situation like me.  

1. Control your emotion. Some customers with strong emotion can get overreacted, irrational or  sarcastic. You can’t just reply with the same act as your customer does to you. You need to be  professional and control your emotion when you answer to their call or reply to their email. Keep your conversation over the phone short and your email short.  Don’t take the bait by replying with rising tone.
2. Apology. Apology works wonder. There is a saying, a customer is a KING or a customer is always RIGHT. Apology doesn’t mean that you are in the wrong position.  Don’t just sorry which looks informal and position you in the wrong side. Use the phrase: I apologize personally that the situation is out of our control and we will try to work on your problem…
3. Offer a solution. Listen to her problem and show her that you care and offer her a solution. Use the phrase that begin with:  I understand that……

There are customers who will accept your solution or apology but there are customers who are difficult to please. Well, you have to judge the situation. If the customer has never been pleased with your product or service no matter how hard you try to solve her problem, you only have one choice, stop your sevice or take back your products and give them refund.  Don’t worry if they spread bad news about your WAHM business. You have tried your best to serve your customers. Don’t take revenge to disclose your customer name to social media publicly. Not only WAHM business, corporate companies have good and bad reviews as well from their customers.

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