How to deal with impatient customers
When you work in or own a business in which you are, through the service you provide, in direct contact with customers, it can be challenging. In moving business, it can be even more difficult, because people feel different emotions because of their relocation. They are anxious and stressed out, and irritated, especially in the cases of unexpected delays. If they don’t read Master Moving Guide before hiring a moving company, they think that movers are able to read their minds. Of course, you know that it is impossible and communication is the key. So, what can you do when a person on the opposite side doesn’t want to listen? Well, you don’t have to worry. We will show you some ways to deal with impatient customers.
To deal with impatient customers-don’t take the bait
When you have already had a rough day at work, and there is a person who doesn’t want to keep calm, it is easy to lose your temper. However, that is the last thing you should do. Being rude to a customer is never an option, even though you may think that they deserve it. When customers hire reliable movers, they expect all their wishes to be granted. These wishes often include incredibly fast relocation.
You know that things don’t work that way, and their insisting can make you frustrated. It is exactly what they want. They want to find a victim and someone to blame, usually for the situation that has nothing to do with you. So, since you are not guilty, you shouldn’t let the customer get into your head. Try to reason with them, if possible. If it isn’t possible, let them calm down. The impatient people usually overreact, but eventually admit they were wrong.
Avoid the situations in which customers can get impatient
You may think that is impossible to oblige everyone. It can be true. However, people tend to get impatient when they don’t have the service they asked for and paid for. So, in order to avoid having to deal with such customers, don’t make promises you can’t keep. Customers want movers who have and respect all the qualities of a good mover and moving company.
So, if you provide storage services, they expect the containers to be clean and that they really protect their things, for example. If you say that you are professional and punctual, of course, that you showing up half an hour (or more) late will make the customer impatient. As we said before, there really are customers who don’t want to listen. However, with most of them, you can find a compromise, even if there was a misunderstanding. It is always possible to make a mistake. But, if you have a solution even in those situations, your customers will be satisfied, and you won’t have to deal with customers.
How to deal with the customers if you can’t stop them from getting impatient?
Customer happiness leads to recommendations, which means you will have more work. As a result, don’t let customers tell you they’ll never work with you again. Your objective is to persuade them to return when they decide to relocate again and to recommend you to their friends and family. To begin, be calm and ask what you can do to assist them. As we already said, give a solution when a customer tries to make you lose your temper. This is the type of straightforward inquiry that may help you create open communication and take command of the conversation right away. It’s very handy when dealing with impatient customers. Make them assume they’re in charge when, in fact, you’re in charge.
Restrain yourself from answering impolitely and listen instead
More often than not, when people get impatient and they blame you, they have other problems. So, the most important thing is to listen. If they want to know, for example, how to hire movers without getting scammed, don’t get offended. They probably had a bad experience before. So, what an impatient customer wants is to express their worry and let it all out. Instead of getting into a discussion with them, let them speak and try listening as carefully as you can. When they finish, explain nicely what they were concerned about. Ask them a few additional questions as well. Extend compassion for their bad customer service experience. Respect and comprehension go a long way. This way you will show that you care about them, that you want to help, and that you listened carefully. In situations like these, body language is really important. Things you should do:
- Don’t turn away from the customer. It is important to keep eye contact.
- Control your frowning.
- Don’t keep your arms crossed.
- Avoid yawning.
- Whatever you do, don’t interrupt the customer. That will make them even more impatient.
Dealing with impatient customers means learning how to apologize often
It makes no difference whether the customer’s complaint is valid or not. If you want to keep them as a client, you should apologize for the issue they’re having. Or, for the issue, they think they are having. Often, all that is required is just to say that you apologize for the inconvenience they have experienced on your behalf and ask them what can you do to make them feel better. We know it can be difficult sometimes, especially when you know that you are right and there wasn’t a mistake from your side. But, if you don’t want to make even bigger problems, solve the issue the way they want.
It’s beneficial for you to take a break once the matter has been addressed and the customer has left. Even if you handled the problem with the utmost professionalism, it’s still a difficult and stressful circumstance. Rather than allowing that tension to fester inside you and gets into your head, take a break. Go for a brief stroll, have a snack, or chat with someone who can make your day better. Then you’ll be ready to deal with impatient customers again.