How to Handle Difficult Customers and turn them into Brand Advocates

You will always run into difficult customers and they are a part of sales. How you handle them can either make or break a deal. You always want to see people as an opportunity. A frustrated customer can be one of your most loyal customers if you handle the situation correctly. Here are some of my thought for how to turn their complaints into loyalty.

First, stay calm dont make the conversation heated for no reason even if they are hard to talk to. Listen to what they say without interrupting. Let them vent and acknowledge their frustration while showing empathy. Most of the time people just want to be heard. Saying something like you understand and want to help can lower the barrier you have to get them to buy.

Ask questions so that you can get the full picture before jumping to solutions. A decent amount of time people say one thing but it is another and you have to dig for what the actual answer is. Once you do this offer a resolution that makes sense to both parties. If you can fix it immediately then you have a sale. If not you have a way to get to the solution and help them get there. The worst thing you can do in sales is overpromise and underdeliver.

Dont forget to follow up. A lot of sales people solve the problem and move on meaning if they have more problems but you dont have a good relationship with them they will find someone willing to build the relationship. Just something as simple as a email or call asking if they are happy with the resolution shows you care about them. People remember gestures like this and they will probably let their friends and family know since you were someone they had a good sales experience with.

At the end of the day handling difficult customers is all about patience, empathy and action. If you can take a negative experience and turn it into a positive one youre not just keeping a customer you get them for life.