Konosuke Matsushita advice quotes

Use complaints to strengthen ties with your customer.

Konosuke Matsushita

Panasonic

 

 

 Dealing with Rude and Unfair Clients

First of all, you need to set aside sufficient time for solving the problem and give the client your attention.

Also keep in mind that you don't have to be rude or defensive even if you feel that your client is unfair. Doing this would communicate that it is the client who is the problem, not that the client has a problem that needs to be solved.

 

 

 
Sam Walton's rules for buiding a great business

Exceed your customer's expectations. If you do, they'll come back over and over. Give them what they want and a little more. Let them know you appreciate them.

Sam Walton

Wal-Mart

Vadim Kotelnikov advice quotes

Do you best to understand how the customer perceives the problem. If the customer is the problem, know how to solve people problems.

Vadim Kotelnikov

Vadim Kotelnikov, founder of 1000ventures - personal logo    Business e-Coach    Innompic Games icon

 

 

Some clients are rude just because they may believe that it is the only choice they have and they are used to getting their way in this manner. In this case, you have an opportunity to educate, to teach them new choices, and also discover new ways for keeping such clients.

 

 

You cannot change the past, but you can change the way it's remembered. Similarly, you cannot change the future, but you can influence it based on what you do now, in the present.

If you wish to salvage the relationship, try to find a solution in cooperation with your client. 

Rather than coming up with your all your own scenarios that don't match what your client wants, ask him or her: "What is it that we can do right now to make this right?" Such a question will help you to stop your client focusing on the problem and start focusing on finding a solution. It also communicates them that you are also attempting to solve the problem.

Once you get a response, you have a point to start negotiating from.

 

Vadim Kotelnikov advice quotes

Every problem brings about an opportunity as well. Adopt a positive attitude and find it!

Vadim Kotelnikov

Vadim Kotelnikov, founder of 1000ventures - personal logo    Business e-Coach    Innompic Games icon

 

 

 

 

 

 

Three Rules for Dealing with Rude and Unfair Clients

① Just because they are being negative, you don't have to be rude or defensive concentrate on the problem, not the person.

② While trying to resolve the conflict, keep in mind that you cannot change the past, only the way it's remembered. Similarly, you cannot change the future, but you can influence it based on what you do now, in the present.

③ To salvage the relationship, search for a solution in cooperation with your client; re-focus his or her attention from the problem to the solution ask s/him, what is it you can do to resolve the conflict.

 

Vadim Kotelnikov advice quotes

Don't treat customer satisfaction as a have-to-do work, treat it as a passionate, creative, exciting and rewarding journey.

Vadim Kotelnikov

Vadim Kotelnikov, founder of 1000ventures - personal logo    Business e-Coach    Innompic Games icon