InTents August/September 2024 - 37

Apologize and empathize
Showing empathy, or putting yourself in
your customer's shoes, will help to set a
more productive tone to the conversation.
Begin by apologizing, even if you are not
at fault. Phrases such as " I'm sorry to hear
about this " or " I can see how that would be
frustrating " will help to keep the conversation
from escalating further. Repeat their
concerns back to them to ensure that you
are clear about their issue and the details.
Avoid making excuses or placing blame, as
that will only add fuel to their fire. If the error
is on your end, admit to it. A little honesty
and humility will go a long way toward
maintaining your reputation and earning
your customer's respect.
Seek a solution
Once you have listened, clarified the
issue and offered an apology, you can
then propose a realistic and reasonable
solution. Often, simply asking customers
what they need or want can help to get
straight to a resolution or at least a better
chance of meeting their expectations or
finding a satisfactory compromise.
When you and your customers have
agreed upon a solution, clearly set
the expectations for moving forward,
including timelines and desired outcomes.
Follow up with them until they are
satisfied that their problem has been
resolved appropriately and satisfactorily.
Learn from the interaction
Difficult clients drain your resources,
energy and money, but they can also
provide valuable learning opportunities.
Bill Gates once said, " Your most unhappy
customers are your greatest source
of learning. "
Take a step back and ask yourself and
your team these questions:
* Why did this situation happen?
* How could it have been prevented?
* What lessons have we learned that
we can apply in the future?
The solutions may simply be clarifying
workflow processes, improving communications
or providing additional training. Or
they may involve more complex solutions
such as using formal contracts or letters
of engagement. Regardless, understanding
what went wrong and why and, more
important, correcting the issues immediately
will ensure that the mistakes are not
repeated in the future.
Provide a great customer experience
Not every customer will be right for your
business. Understanding what your
" ideal " customer looks like will help you
avoid working with those who are not a
good fit and will allow you to focus your
time and effort on your most profitable
work. Here are some additional tips to
help ensure a positive experience for
your team and your customers:
* Manage expectations: Be realistic
about what you can and cannot do.
Under-promising and over-delivering is
a great way to impress your customers.
* Avoid burnout: Setting realistic timelines
and expectations with your customers
will result in lower stress levels
on your team and increase productivity.
* Increase prices: Consider charging
additional fees for things like rushed
deadlines, out-of-scope work and delays
caused by the customer. Making
customers aware of these charges up
front will prevent difficult conversations
later.
Dealing with difficult people can
certainly be challenging. But learning
how to apply appropriate techniques
and guidelines will help to diffuse
the situation, calm even the worst
offenders, earn their respect and
preserve your reputation.
Charlene Clark, IFM, is the CEO of Signature
CanvasMakers LLC in Hampton, Va., and
chair of the Marine Fabricators Association
Advisory Board.
InTentsMag.com 37
Often, simply asking
customers what they
need or want can
help to get straight
to a resolution
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