Pular para o conteúdo principal

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.

CHARACTERISTICS YOU MUST HAVE
 
 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
LISTEN FIRST
 
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.

ANALYSIS OF THE SITUATION
 
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.

EXPLAIN WITH CALM (VERY CALM)
 
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.


OFFER SOMETHING IN EXCHANGE
 
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.

CONTINUE ACCOMPANYING THE SITUATION
 
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.

THOUGHT IT WAS EASY?
 
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?

Hugs

Comentários

Postagens mais visitadas deste blog

About

Montchristo is an attempt to offer the best technology to meet all people, regardless of the technical resources they have and where they are.
Seeking, with this, to make them aware of the importance to the world and all its inhabitants, be they animals or plants, leading them to the responsibility we have in preserving this planet, which has so cordially welcomed our species and gives us shelter, Some (of us) to attack and usurp their meager resources.
In this attempt to live in peace with nature, we have good and clean technology as the main way to reach a truce and, perhaps, to restore the balance we have lost in the last centuries and, gradually, to be welcomed back as good guests, returning To be welcome among our fellow-travelers of existence.
Therefore, having this goal in mind, we return our efforts, mainly, to Artificial Intelligence, Augmented Reality and Virtual Reality at the beginning, to attend to our individual users, so, one by one, we can gradually gather a whole capable…

The Big Bang Theory - Sheldon's Phrases

One really needs to be smart to understand the jokes cracked in The Big Bang Theory. If not smart, at least have an interest in the geeky world outside. Sheldon, Leonard, Raj, Howard, and Penny represent a perfect example of four geeks and one blonde.
The Big Bang Theory focuses on five different characters living in Pasadena, California, and longtime fans will tell you that when it comes to comic relief, there is no funnier than Sheldon Cooper.
Without any doubt, Dr. Sheldon Cooper is the show stopper, stealer, and the star of The Big Bang Theory. It’s like he has evolved 100 years ahead but has returned in a time machine that is now stuck in the 21st century.
Sheldon is a theoretical physicist with an ingenious IQ, but almost a total lack of social skills. The inability of HIs to show humility or empathy toward the other characters on the show has been a long gag during all 9 seasons. Sheldon's unique personality has given us some truly hilarious lines over the years and it…

Made in Off

Aimed at Research and Development, the site:

www.madeinoff.com
It was created to elaborate solutions aimed at improving the quality of life, facilitating the day-to-day of the users of its products both individually and collectively, besides attending the necessities of accessibility and sustainability.

All the solutions that it presents do not have commercials of third parties and nor they aim at the commercial market, focusing their efforts on people of the most varied ages and interests.


Being always ready to better serve your interests and develop new products or improve existing ones, simply contact us, we will respond as quickly as possible.

After all, we need to live the dream of having a better life and, together, we will achieve this goal, bringing happiness to every moment of our lives.

Here's a Bon Jovi song to encourage us at this point:


!!! Livin' on a Prayer !!!
Welcome to visit us.

The two big questions we should ask ourselves when we have a new project

It is said that the difference between dream and goal is to set a date for its realization, but Ronaldo Burla - a great friend with whom I learned many things - went a little further in the materialization of dreams.
More than motivation and focus, he developed two questions that define and plan their execution when they are answered:

If not now, when?
If it's not you, who will it be?
I hope they can help you in the same way that you have helped me.
Thank you Ronaldo.

Have you asked these three questions for yourself today?

What does Bazinga mean

In The Big Bang Theory, Leonard tries to have Sheldon pay attention to him, but it's too late. Sheldon submerges in the pool of colored balls and disappears from his sight. Tired of being ignored, Leonard decides to enter to force him out, but is unable to catch him. Each time he believes he knows where he is, Sheldon appears on the opposite side. His head appears, surrounded by colored balls, and with a smiley face he exclaims:
- Bazinga!
And dive back in.
The expression "bazinga" comes from a video game called:
Bubble Bazinga In which, when the player gets more than ten thousand points with a single shot, they blow the trumpets and a voice shouts:
Bazinga! The video game is not very well known - because it is a clone of another much more popular, the:
Puzzle Bobble But it is possible that Sheldon played and memorized the word. The term originates from the expression:
Zing! That is used, in a joking context, to make it clear that we are making fun of somebody.
Sheldon uses the…

What is your legacy?

Today I was scared when I went to make an Internet purchase with a new credit card I had just received.
When the site asked me to provide the expiration date of the card, I discovered that the card has a validity greater than mine!
That reminded me the other day, when an 86-year-old lady told me that she had found an "old lady" in the church ...
I had to interrupt her by asking:
"- Please, let me define 'old lady.'"
"- Oh, she must be about 90 years old," – she replied.
After all, what is life?
Guimarães Rosa, physician and Brazilian writer, in his book "Grande Sertão Veredas" wrote:
"Living is very dangerous." Living is indeed dangerous. But what about birth, then?
Have you ever imagined how difficult it is to be born?
It is so difficult that nature is wise, hiding in memory the moment of birth and the first months of life.
It is so shocking to get out of the womb that it is "erased" from our memory so we do not suffer.
For the …

Contact

If you want, or need, you can contact us through the email:

montchristo
We will try to respond and respond to your request as soon as possible.

Remembering that all suggestions and criticisms are welcome and help us in the quest to better serve you.

So, thank you in advance for your contact, wishing you much peace, health and prosperity.

What prevents most people from leading the life of their dreams

The answer is simple ...
money But we need to redefine our attitude toward money.
Instead of letting it dictate each of our actions, we must see it as a resource that serves as support for all areas of our lives.
We all have dreams and a certain idea of how we want to live life.
Basically, we want to believe that we have a special role to play that will make the world a better place.
But unfortunately, routine and "real life" often prevent us from turning our dreams into reality, making us forget a little more each day that WE DESERVE to live that dream.
Gradually, we succumb to the belief that we can not break free from our current situation and begin to make concessions ...
Our image of how we want to live our life, sooner or later, begins to fade, and before we know it, life is over ...
Learn to see money from different perspectives.
For, while it may keep us from harnessing our potential to the fullest, it also helps us to become the best we can be!

Recommended Apps

Thank you for using our collaborator's apps!

Sheldon's Phrases - The Big Bang Theory The Big Bang Theory focuses on five different characters living in Pasadena, California, and longtime fans will tell you that when it comes to comic relief, there is no funnier than Sheldon Cooper.Undoubtedly, Dr. Sheldon Cooper is the cork of the show, the thief and star of The Big Bang Theory. It's as if he had evolved 100 years ahead, but returned in a time machine that is now stuck in the 21st century.Sheldon is a theoretical physicist with an ingenious IQ, but almost a total lack of social skills. The inability of the HIs to demonstrate humility or empathy toward the other characters on the show was a long friendship during all 9 seasons. Sheldon's unique personality has given us some really fun lines over the years and it's easy to see why actor Jim Parsons won four Emmy Awards for playing the part.In this application are Sheldon Cooper's most entertaining quotes fro…

Follow by Email