4 Simple Ways to Deal With a Challenging Customer

JPEG image-F1B78757104C-1Service providers now have to compete globally for business, both in terms of their service pricing, and also in the quality they provide. Now and again, a challenging customer can disrupt your normal activities, and learning to deal with these disruptions is an essential acquired skill.

Rather than rising to the bait, it’s your job to keep your cool, even when a customer is angry. Additionally, the systems you use to carry out your work are a fundamental part of healing these broken relationships; there may be something you can improve that will stop the same thing happening again.

1. When something needs to be discussed, reach out by phone

Email is a great business tool, and it lets us communicate globally with unbelievable efficiency and speed. But when a relationship starts to falter, and a customer becomes more demanding, there’s no substitute for a phone call. Overseas call charges can be a barrier to effective communication, so consider a VoIP service to bring the cost of calling down.

2. Set clear customer service boundaries

Offering good service means being available to customers, but that doesn’t mean you should put your life on hold. Demanding customers may expect you to drop everything to help out of hours, or send emails at 10pm asking for an urgent call. A hosted desktop is a great way to make sure you can work from anywhere, but make sure you set some boundaries – don’t let customers have a monopoly on your time.

3. Improve visibility of their project

If you offer professional services on a remote or freelance basis, it’s easy to get out of sync with your client. Sometimes, tensions arise because there’s a mismatch between what’s been offered and what the client thinks has been accomplished. If you use cloud file sharing, you can quickly update them on progress, without the worry that a file will bounce back. Make sure you use version tracking, so the client always knows which revision of the document you’ve sent.

4. Bid them farewell

As your business matures, you’ll realise that there are some people you just can’t please. It might be down to a mismatch of personality, or it may be that their needs have shifted over the years. If you really can’t satisfy a customer, knowing when to close their account can save everybody a lot of time. You can get on with the work you’re best at, and they can choose a different provider who’s more able to give them what they need.

Learning to love difficult customers

Nobody likes arguing with fee-paying clients, but they can actually teach you a lot about business. A difficult client could help you develop your negotiation skills, or better define what you can and can’t offer.

Next time you come up against a difficult customer, think about ways you can improve your IT services to communicate more effectively with them. There are times when you’ll just have to part company with a difficult customer, but if you spot ways to get around the problem and improve the relationship, the outcome of that change will benefit everyone.

How the Cloud can help Business Start Up to succeed?

Cloud leads entrpeneurs to successIn the last couple of year more new start-up companies than ever have been formed young entrepreneurs and experienced professionals decide that they want to start a business of their own. But these entrepreneurs need technology to function like any other business, Continue reading How the Cloud can help Business Start Up to succeed?

Business Agility and Making the Change to Happen

remote employeeThese days everyone is talking about agility, mobility and ability to change in the business environment. Across the marketing department, sales and operations and by everyone from the CEO to administrators and across all sectors these words are quite often used. While some may have heard enough of them, others continue to wonder what agility, mobility and change means for their particular business. Ultimately, however, everyone seems to be seeking advice on how to successfully achieve these things. This article will provide you with 3 simple steps to getting your head around agility and change.

Continue reading Business Agility and Making the Change to Happen

Agility And Ability To Change

Reflecting on how difficult it is in today’s rapidly changing environment to develop a successful business and achieve growth, I’d like to share a recipe for success passed along during an event organised by TiE North West – the not for profit entrepreneurs network who support start-ups and growing businesses with their mentoring programme.

Out of a great number of relevant tips given during the event, one of the most compelling speakers I’ve heard was Phil Jones, Managing Director of Brother UK. Continue reading Agility And Ability To Change