{"id":591,"date":"2011-12-31T13:12:53","date_gmt":"2011-12-31T13:12:53","guid":{"rendered":"http:\/\/www.projectsguru.co.uk\/blog\/?p=591"},"modified":"2011-12-31T13:12:53","modified_gmt":"2011-12-31T13:12:53","slug":"dealing-with-difficult-customers","status":"publish","type":"post","link":"https:\/\/www.amberhill.biz\/blog\/?p=591","title":{"rendered":"Dealing with difficult customers…….."},"content":{"rendered":"
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\"angry

angry customer<\/p><\/div>\n

Do you have to deal with some really “difficult customers” ?<\/h3>\n

The first question you should ask is “why is this customer being\u00a0difficult ?”<\/h3>\n

Most customers are “difficult” because they are not getting what they want<\/h3>\n

in terms of product quality or delivery.<\/h3>\n

So here are some tips for Managing those customers:-<\/h3>\n

1) Understand what the customer wants – EXACTLY. Get them to spell it out\u00a0in detail in a product spec.<\/h3>\n

2) Ensure that your product matches the customer spec.<\/h3>\n

3) If you hit problems which affect customer delivery or quality you need\u00a0to be pro-active by:-<\/h3>\n

a) Keeping the customer informed – don’t take the ostrich approach & bury\u00a0your head in the sand – arrange a regular conference call on a regular\u00a0basis until any issues are resolved.<\/h3>\n

b) What is the contingency ? – is there any alternative you can offer the<\/h3>\n

customer until you resolve the issue.<\/h3>\n

c) Give them a timing plan detailing all activities associated with fixing<\/h3>\n

the problem – and keep it up to date.<\/h3>\n

d) Don’t bullshit the customer – maintain integrity by being open & honest,even if it feels painful doing so.<\/h3>\n

Taking a pro-active approach to managing customer expectations will pay off<\/h3>\n

in the long run as they realise that everyone has problems & the above\u00a0approach demonstrates you are going the extra mile to solve their issues.<\/h3>\n

chris@projectsguru.co.uk<\/a><\/p>\n

www.projectsguru.co.uk<\/a><\/p>\n

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