Stroppy Customers? You can rant right here…

[fusion_builder_container hundred_percent=”yes” overflow=”visible”][fusion_builder_row][fusion_builder_column type=”1_1″ background_position=”left top” background_color=”” border_size=”” border_color=”” border_style=”solid” spacing=”yes” background_image=”” background_repeat=”no-repeat” padding=”” margin_top=”0px” margin_bottom=”0px” class=”” id=”” animation_type=”” animation_speed=”0.3″ animation_direction=”left” hide_on_mobile=”no” center_content=”no” min_height=”none”]

Stroppy customers – is it there fault?

alternatively titled….

Stroppy customers! Why do I get them?!!

Speaking with a colleague today and he said “blooming customers – always complaining and never bloody appreciative! Don’t know why I bother!”

Now, in business and in life, there are always moments when we get irritated and we are someone’s ‘stroppy customer’… But what can you do about it as a business owner to minimise the frequency?

What makes US stroppy? On those rare occasions when you lose it?

(I know, you never lose it! Just get a bit ‘firm’!)

But on those occasions, what makes you respond like that?

List the triggers…

• Feeling not listened to?
• Having to repeatedly repeat yourself because they pass you around?
• The product or service not working but seemingly no-one from the supplier cares?

The list isn’t very long is it?

And fundamentally you are probably never stroppy if

a) the product/service works

b) the service team listen and respond quickly

c) it feels like they’re concerned

d) your expectations have been met

Thus, just very simply, if you have a droopy customer ever, Stop! Stand Back! From the situation and ask

• Have we done all that we said?
• Has the client been let down?
• Have their expectations been met?
• Has consideration been shown?
• Has an apology been offered?

98% of complaints would never happen if Clear And Precise Expectation Management Guidelines such as   ‘This is what you get and when’ etc were delivered and then a simple and understanding response was received when (and if they) had cause for return.

In short – don’t blame stroppy customers.

Look first at all of the process and see if you can eradicate much by improvement ‘tweaks’ at your end!

What do you think?

Have a great ‘strop free’ day!

Ben

[/fusion_builder_column][/fusion_builder_row][/fusion_builder_container]