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The art of taking care of a dissatisfied customer


What do you do when you get angry at the customers? We will talk about that today because sometimes you encounter clients who are unfair and downright nasty, even though you have done all you can. How do you deal with such customers?

A professional attitude is always your best friend.
Whatever the case is with angry customers, they often start screaming or calling you names because they think they have to in order to make it stick. In my case, it happened just recently when a statistics program Click Tracks (don't buy it!) stopped working again. It was the third time with week long breaks without anything happening and I got angry and contacted the supplier who never bothered to return my calls (again). These are the times that you seriously start thinking about shouting to get your point across - and then you do. Things sure as hell don't get any better by the CEO of the company writing insinuating and lewd letters (losing his professional attitude). That just makes you even angrier. Rule #1: Never mess with a customer. Only you lose. Fair? Be that as it may, it's still part of a natural law called entrepreneurship.


Sometimes things go wrong all the time - it happens to all of us. My company has sent the wrong book to a customer three times. It's incredibly stupid and in a situation like that you understand the anger of a customer. You deserve it.
So what do you do? Firstly, you should show that you are taking care of the problem - you show that you own the problem and put everything aside to solve it. Secondly, solve the problem. Thirdly, compensate the customer in any way you can. And, most importantly, how will you ensure that this never happens again?


Prevent problems. If you already before the purchase show your customers that they don't have to shout to make their complaint heard if they have a problem - life becomes easier for everyone. Contact the customer quickly and do it before the customer's veins in his forehead turns into snakes. If you already before the purchase shows that you will do everything within reason to make your customers satisfied, then the rumor will spread - and vice versa. A large marketing department might call it ”customer satisfaction prevention” or something equally fancy.


When you meet the ”client from Hell”, don't take it personally.
That's easier said than done, right? However, when you get face to face with an obnoxious person you can, for example, write down every bad thing he/she tells you and think;”This I have to tell my friend later” or you can purchase a punching ball to let off steam later (it works better than Valium). This is where your bottom line comes in again. You know, the words at the bottom of the paper with the headline: “Why I go to work every day”. If you have a clear answer to this question, you also have sufficient professional foundation for coping with a nasty scolding now and then.

Now go practice!






About the author

Stefan Ekberg has worked in marketing for small business for 20 years and has written around 30 books on how small business owners can market themselves with limited resources. . In 2012 Stefan was nominated as Entrepreneur of the Year in Stockholm.

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