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How to Handle Difficult Customers

When considering how to handle difficult customers, it’s important to begin
by questioning your assumptions. In many cases, a hard bargainer will soften
when approached in the right way.

By [91]Katie Shonk — on December 17th, 2019 / [92]Dealing with
Difficult People

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[comment_icon.png] [93]1 Comment
[94]difficult customers

Every salesperson has his or her war stories: tales of difficult
customers who made extreme demands and threats, tried to take
advantage, or were extremely rude. Dealing with difficult customers is
inevitable in the sales world, and the question of how to handle
difficult customers looms large. The following three guidelines can
help you stay in control and get more for both sides.
__________________________________________________________________

Discover how to collaborate, negotiate, and bargain with even the most
combative opponents with, [95]Dealing with Difficult People, a FREE
report from the Program on Negotiation at Harvard Law School.
__________________________________________________________________

1. Question Your Assumptions

When considering how to handle difficult customers, we often assume
from their threats or erratic behavior that they’re behaving
irrationally. In fact, their behavior may be quite rational when viewed
from another perspective. Instead of taking the other party at face
value, try to identify the motivations underlying her actions,
recommends Lawrence Susskind in his book Good for You, Great for Me:
Finding the Trading Zone and Winning at Win-Win Negotiations
(PublicAffairs, 2014).

Suppose you’re negotiating a contract with a customer, Ray, who talks
down to you and refuses to discuss anything other than price. Think
about possible constraints Ray might be facing. Maybe his bosses
accused him of not being tough enough during a recent negotiation.
Maybe his company is struggling. Or perhaps he’s offended by something
you said earlier.

Then test your theories by asking questions. “Are you facing pressure
to cut costs?” you might ask Ray. “Is there any way, other than price
cutting, that I can help you address such concerns?” If he opens up
about constraints he’s facing, you might be able to brainstorm ways to
help him prove to his bosses that he’s working toward a better deal,
such as documenting your discussions and sharing drafts with both
sides.

2. Promote a Hospitable Sales Environment

In a 2013 study, Shu-Cheng Steve Chi of the National Taiwan University
and his colleagues found that the degree to which salespeople enjoy
their work has a significant impact on customer satisfaction with the
outcome of sales negotiations.

The study examined negotiations over the price of eyewear between
salespeople and customers at the stores of a large Taiwanese eyeglasses
company. Salespeople who reported high levels of job satisfaction and
who spent a relatively long amount of time introducing the store’s
products and services achieved relatively high levels of customer
satisfaction. In fact, employee satisfaction was more effective than
price concessions at promoting customer satisfaction. By contrast,
salespeople who were relatively unsatisfied with their jobs were unable
to capitalize on the time they spent introducing products and services
to customers.

Thus, when you’re deciding [96]how to deal with difficult customers,
it’s important to consider that customers may sometimes adopt difficult
behavior when dealing with dissatisfied employees. If your organization
is frequently [97]handling difficult customers, take a closer look at
their experience with your organization. Customers might become more
cooperative after you take steps to improve employee satisfaction,
particularly by training employees well and giving them ample time to
spend with customers.

3. Model Collaborative Negotiating Behavior

Often when [98]dealing with difficult people, it becomes clear that
they think that threats, ultimatums, demands, and other hard-bargaining
strategies are the best way for them to get what they want. By
contrast, those schooled in mutual-gains negotiation theory understand
that by working with the other party to expand the pie of value, they
can create more value for both parties to claim.

How can you convince a customer who is stuck in a win-lose mindset to
switch to a win-win frame? First, advocate for greater collaboration:
“I truly believe we’ll both come out ahead if we can brainstorm ways to
create a better deal for both of us. How about if we put aside our
demands for now and look for ways to create more value? We can always
return to haggling over price later—when there might be more to haggle
over.”

Second, model effective collaborative bargaining practices. Start off
by engaging in active listening, asking questions designed to deepen
your understanding of what is motivating your counterpart. When you
feel you understand her perspective thoroughly, you may find she will
be in a better mindset to listen to your perspective—though that’s not
the point of doing so.

Third, when it comes time to consider offers, try presenting multiple
packages rather than one—that is, make about three offers that you
value similarly. The customer’s reaction to the proposals will tell you
more about what he values and demonstrate that you are responsive to
his needs. By showing that you’ve been listening, you are likely to
encourage a more cooperative approach.

What advice would you give others on how to handle difficult customers?

Related Posts

* [99]Negotiation Tactics for Bargaining with Difficult People: The
Comcast Merger
* [100]Examples of Difficult Situations at Work: Consensus and
Negotiated Agreements
* [101]Dealing with Difficult People and Negotiation: When Should You
Give Up the Fight?
* [102]Negotiation Tips: Listening Skills for Dealing with Difficult
People
* [103]How to Renegotiate a Bad Deal

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[comment_icon.png] [104]1 Comment

Tags: [105]bargaining strategies, [106]dealing with difficult
customers, [107]dealing with difficult people, [108]difficult people,
handling difficult customers, [109]how to deal with difficult
customers, how to handle difficult customers, [110]Lawrence Susskind,
[111]negotiation, [112]negotiation theory
Comments

One Response to “How to Handle Difficult Customers”

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Rob [113]June 4, 2018
it was a good read
[114]Reply

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Understanding how to arrange the meeting space is a key aspect of
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270. https://www.pon.harvard.edu/daily/dealing-with-difficult-people-daily/handle-difficult-customers/

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273. https://www.pon.harvard.edu/
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276. https://www.facebook.com/dialog/feed?app_id=1452715151541057&display=popup&name=How+to+Handle+Difficult+Customers&link=https://www.pon.harvard.edu/daily/dealing-with-difficult-people-daily/handle-difficult-customers/&picture=https://www.pon.harvard.edu/wp-content/uploads/images/posts/patrick-tomasso-fMntI8HAAB8-unsplash-e1576591980698.jpg&description=When%20considering%20how%20to%20handle%20difficult%20customers,%20it%E2%80%99s%20important%20to%20begin%20by%20questioning%20your%20assumptions.%20In%20many%20cases,%20a%20hard%20bargainer%20will%20soften%20when%20approached%20in%20the%20right%20way.
277. https://www.pon.harvard.edu/daily/dealing-with-difficult-people-daily/handle-difficult-customers/
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279. mailto:?subject=Visit%20this%20site%20https://www.pon.harvard.edu&body=Hi,%20this%20may%20be%20interesting%20you:%20How%20to%20Handle%20Difficult%20Customers!%20This%20is%20the%20link:%20https://www.pon.harvard.edu/daily/dealing-with-difficult-people-daily/handle-difficult-customers/
280. https://www.pon.harvard.edu/daily/dealing-with-difficult-people-daily/handle-difficult-customers/
281. https://www.facebook.com/dialog/feed?app_id=1452715151541057&display=popup&name=How+to+Handle+Difficult+Customers&link=https://www.pon.harvard.edu/daily/dealing-with-difficult-people-daily/handle-difficult-customers/&picture=https://www.pon.harvard.edu/wp-content/uploads/images/posts/patrick-tomasso-fMntI8HAAB8-unsplash-e1576591980698.jpg&description=When%20considering%20how%20to%20handle%20difficult%20customers,%20it%E2%80%99s%20important%20to%20begin%20by%20questioning%20your%20assumptions.%20In%20many%20cases,%20a%20hard%20bargainer%20will%20soften%20when%20approached%20in%20the%20right%20way.
282. https://www.pon.harvard.edu/daily/dealing-with-difficult-people-daily/handle-difficult-customers/
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284. mailto:?subject=Visit%20this%20site%20https://www.pon.harvard.edu&body=Hi,%20this%20may%20be%20interesting%20you:%20How%20to%20Handle%20Difficult%20Customers!%20This%20is%20the%20link:%20https://www.pon.harvard.edu/daily/dealing-with-difficult-people-daily/handle-difficult-customers/
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