Running a Health & Wellness practice has its own unique challenges – and dealing with ‘difficult customers’ is one of them!
Not everyone who uses your services will be satisfied, no matter how hard you work to provide them with the best care possible. Unfortunately, unhappy customers can lead to difficult conversations and unsatisfactory results if not handled correctly.
That’s why it’s important to have a plan in place before they arrive on your doorstep.
Here are five steps you can confidently handle challenging customer interactions and ensure that both parties come out feeling heard – and you can keep doing what you do best: providing outstanding care for those who want it!
1. Acknowledge difficult customers and their concerns
Look to recognize the customer’s feelings before trying to solve their problem – show them you understand what they’re saying. By taking responsibility you show customers you care about their satisfaction.
If a customer has been treated poorly or feels like they’ve been ignored, it’s important to apologise for the situation early on. Acknowledge that they’re unhappy and show them that you are willing to go out of your way to make it right.
Even if you can’t meet their demands, make sure to thank them for bringing the issue up.
2. Remain professional at all times
No matter how difficult the situation, stay composed and keep a professional attitude. This helps de-escalate tough situations and fosters a sense of understanding. Speak to them calmly, expressing empathy for their point of view…even if you don’t agree with it!
By not taking things personally and keeping your composure, you’ll be able to show the customer that you’re professional and willing to work with them.
Never argue with a difficult customer as giving in to frustration can only make things worse. Refrain from saying things that could be interpreted as aggressive or judgmental; focus on finding a solution.
Try to find the root of the issue. Most difficult customers have had bad experiences with other practices, and this could be why they’re treating you in such a way. Be patient and take your time. Don’t rush them or try to push a resolution through; instead, listen to their concerns and provide solutions that will satisfy both parties.
3. Listen actively
As difficult customers will often feel that their concerns are not being taken seriously, it is important to actively listen to them.
Listening actively is a skill that can be difficult to master. It involves taking the time to really listen to what the customer is saying without immediately jumping in. Doing so gives you a better understand their problem and how best to overcome it.
To truly listen, focus on understanding their feelings and needs rather than just their problem. Listen to the customer without interruption and give them verbal cues such as “I understand” or “go on,” so they know you are paying attention. Pay attention to their words and body language, as this can help you find the underlying issues.
Then, when right, ask questions for clarification. This can help your customer feel heard and respected.
4. Offer solutions
Once you’ve taken the time to understand the customer’s situation and their concerns, offer solutions. Key is finding the balance between giving them what they want and keeping a respectful relationship.
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The best way to offer solutions is to stay calm and listen attentively, Ask questions to clarify the problem and offer solutions that meet their needs.
It’s also important to be patient when offering solutions. Don’t rush or pressure the customer into deciding; instead, give them time to consider your offer and ask any questions they may have.
Explain all the details of a solution clearly, as difficult customers can be more sceptical than other customers.
5. Follow up
Following up with difficult customers is important as it shows them that their needs are taken seriously and provides them with an added layer of customer support. This helps prevent situations arising again as customers feel more respected and appreciated and build a relationship of trust, showing you’re committed to providing the best service.
Whether you follow up with a phone call, email, or letter, make sure to thank them for their input and supply any other information that may help.
If you find yourself often dealing with challenging customers, don’t worry – you’re not alone. By following the steps outlined above, you can turn a difficult customer into a lifelong fan of your practice. The next time you’re feeling frazzled by a customer complaint, remember to stay calm and acknowledge their concerns. Then, offer solutions and follow up to ensure the problem has been resolved.
With practice, dealing with challenging customers will become second nature. And if you need help communicating your message more effectively, reach out to Evexus – we’re always happy to help!