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5 Steps to Dealing with an Unsatisfied Customer

We all have those boring clients, who for the best work we do, they always have something to say badly. They appear to be pests, which, for all the improvements we make to our work, are not without dissatisfaction. In spite of this, we must not forget that their money is worth as much as that of others and that we, as freelancers, need them to survive, especially if we are early in their careers. So if you have no choice, you will have to deal with them. However, there are some steps that can make life easier for you. Some techniques I have used with dissatisfied people in various areas of my work. Today I will share them with you so that you can more easily deal with these "beasts".

Getting even a chat with a dissatisfied customer is not easy. Sometimes it seems even impossible to exchange two words with this individual who initially seemed so kind and now seems to have become a lion. But before you think about dealing with it, it is important that you put a "mask" on it. What I mean by this is that our first reaction will always be to argue, show our part and offend the customer on some occasions. It is our human instinct to come to the top. But you must not forget one thing: he is your customer. I do not mean that he is always right, but rather that you should deal with the coldest possible situation.

So when you are in such a situation, take a deep breath and be ready to listen. Be patient, respond with education and help in whatever is needed. Use a "mask" if necessary. This is because a bad reaction at this point can make you ruin your business forever. Yes said well: forever! This is because an unhappy customer can end up with your business or at least cause you irreparable damage. Let me give you an example:

In Jeff Jarvis's book, "What Google Would Do," the author gives the example of a disgruntled Dell customer. He had some problems with a company computer, which refused to recover the device, although it is still under warranty. Dell alleged that it had already suffered damages and therefore would have requested the guarantee. The dissatisfied customer decided to create a blog against the company, revealing everything that had happened to him. Quickly, it began to have thousands of readers and in a few weeks went to the first page of Google. When readers looked for Dell, the customer's blog was right there, at the sight of anyone interested in buying a branded computer. Sure enough, the company lost a lot of customers there. How does the story end? Dell solved the problem by contacting the customer and offering a new computer. However, he could have avoided the situation early on if he had explained the situation calmly and justified his choice. Probably even offering a computer. What we know, does not happen in most companies.

 As I mentioned earlier, we sometimes need to change our features to deal with a dissatisfied customer. For this to happen, we need to have some attitudes, among which:
  • Patience
  • Know hear
  • Be calm in explaining the situation
  • Do not be aggressive. Never!
  • Do not give a reason just because he is dissatisfied
  • Try to always seek a solution
  • Be with an open mind to be able to negotiate
  • Try to understand the reason for the dissatisfaction
The first step in dealing with a dissatisfied customer is to listen to him. Knowing how to listen is a great virtue you must have while freelancing. This prevents him from responding hotly and solves the situation in the best way. I see the example I give you below:

The other day I sold a racket to a student, arguing that the old racket was too big and heavy for a child of that age and that it should be changed. I convinced the parents of this and I ended up marketing the material. After a few days the mother came to me outraged, claiming that I had deceived her, that I was a liar and just wanted to earn my commission. After hearing all these offenses, I took a deep breath and asked why I was so aggressive. The woman explained that after all, the racket was the same size as the previous one and that she did not understand the reason for the purchase. After a few seconds, I explained that although the size was similar and not the same, the material of which the racket was made was completely different, much lighter, causing the size to pass into the background and that it was appropriate for the child.

Now, if I had not listened to that unsatisfied mother first, it would have been better to respond to the letter and begin to offend her just as she did at the beginning. The first thing that got into my head was this. However, I decided to listen to you first, trying to find out the reason for such indignation. Sometimes people are misinformed about their product and feel they have been cheated. There, they have an unpredictable attitude, getting out of hand. In that case, somebody has to stay calm and that person has to be you.

After hearing what he has to say, it is crucial that you analyze the situation with the most open mind possible. That is, if you are really wrong, assume it. If you are right, try to see your client's point of view. Being able to put yourself in the role of another person is key to understanding why you are dissatisfied. If you continue to see with your eyes, of those who have been in the market for several years, you will never be able to understand the mind of that person, who is most likely seeing that product for the first time.

This is the most important step of all. It's no use hearing and understanding dissatisfaction if you do not know how to explain to your client why he is so. There are two situations that can occur to you: Your client is dissatisfied with reason or without it. Let's look at the two:

Your client is not right: This is the easiest. Sometimes customers buy, but they perceive little of your product. It's normal. They are tempted to buy and do not mind the details. After a few days they appear frustrated, with the feeling that they have been deceived. In this case the advantage is on your side. When you have to explain this, use all the arguments you have in your favor. Talk about all the details you can talk about. Miss an hour to explain if you need to. It is important that you do not leave any point to analyze but above all that your client leaves there convinced that he really had no reason to be dissatisfied and to say goodbye with the word "sorry".

Your client is right: This situation is not easy. When this happens, do not try to make excuses. They do not want to know that. Say literally that you missed. After all you are human and this can happen. It is important that you do not curl up on unapologetic excuses. That way you'll be without arguments in an instant. Give the face and tell the truth. It's the best, believe me. It may cost on time, but it will be very rewarding in the future and the chances of that customer coming back to you increase.

If it's really your fault, do not let your customer dissatisfied. The most important thing will always be to keep that customer in your business. Do not take the "wrong and done" attitude. After all, he paid for a product and deserves the best possible assistance. But do not just give it another equal. Offer him a treat. Take a discount on another product or give it another that is not having a large number of sales. This for itself may mean very little but for your client may be invaluable. Just as important as solving the problem is to ensure that it re-works with you.

People want attention. A lot of attention these days. Once you have resolved the situation, please contact the customer again and ask how you are doing this time. If you are satisfied with the service or if you want any further help. This subsequent attention makes you gain even more confidence in your work and is a demonstration that your company cares about who does business. That is not only there to make money, but also to serve your customers well.

Dealing with someone unsatisfied is never easy. Be it in your family life or between friends. If it is in the business world, the situation gets worse. But I believe that if you follow all these steps, you will increase your chances of success. But I warn you that nothing is guaranteed, much less when it comes to dealing with the human being. If you have used all these techniques and he continues to complain, the best may be to forget. Sometimes there are people who, no matter how hard we explain and try to mend the error, are not able to understand. All they want is to implicate. And then you're already wasting too much work time just to make a mistake. Not worth it. Analyze the situation and if necessary, give up. Sometimes there are customers that are not worth it.

And you, what have you done to deal with dissatisfied customers? Has it been many?



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