demanding customers - how do you handle them?

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midnightcaller

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So, we all may have encountered demanding customers. We may even become one when we are considering purchases. In my case, I know I can be demanding in certain circumstances. My expectations are reset when I am presented with facts by a confident salesperson who knows the product.


What are the some of the tips and tricks you apply to manage a demanding customer?
Is the customer always king?
 
I will say, ALWAYS be friendly and really try to help your customer as best you can...
 
What I do is found out why they are demanding, is it within my control or not and what must I do to resolve the issue. Demanding customers can point out your weak points and are the most valuable customers as they give you feedback.

But you do get to a point where you cannot meet their needs and thats when you fire them.

Long story short, my wife and I made a list of her 10 most demanding customers - we found that more than half where demanding due to failure on her side and introduced corrective measures which worked and they all moved off her top 10 list, the remainder we fired. Profits have increased, customer retention is at an all time high, staff morale is high and her business has survived the recession unlike most of her competition. We constantly repeat this process.
 
Be honest. If you made a mistake, then tell them upfront.
Be polite and friendly. As hard as it may be, and as tempting as it is to tell him you F-OFF, don't. He's also just a human being with feeling, and right now he feels you've done him wrong.
Listen to him. In fact, shut up, and listen carefully to his problem.
Try and resolve the problem as an adult, not a child or a baboon. Even if he was wrong, give him his money back / fix the problem without charging him / replace the faulty product / etc. Make sure he gets what he wanted, even if it costs you extra. Rather loose cash on one sale, than 50 clients through some bad reputation.
 
No matter how calm one try to be with a ranting customer, you'll always have that one hard to get through to person.
 
I charge them more as they demand more resources.
 
Most customers just want positive feedback.When you ignore them and shove them from pillar to post that's when the problems start.Then you get customers who are just down right impossible.You know, the type that think they own you and overstep the line by breaking/abusing products and returning it, demanding a full refund.I've got no respect fot them.
 
Do you really need that demanding customer? If yes, then you bend over backwards.... (and charge more, as bwana correctly states!).

Is the customer demanding as in being very specific or just for the sake of being difficult (requiring attitude adjustment)? If the former, then you tolerate the customer and accept the payment. If the latter, and you don't really need the customer, point him/her to your competition.
 
It depends on the situation I guess, When I worked as a cashier, I used to get good grief from customers but I had to shut my mouth and keep quiet and let my manager deal with it. If you don't need the customer tell her to go elsewhere as you can't cater for her needs. If she is important, I guess you going to have to bend over backwards.
 
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