Issue link: https://read.dmtmag.com/i/138965
WORLD FENCE NEWS • JULY 2013 • THE HUMAN LINK by Jim Lucci Management Motivational Associates Customer relations: Dealing with the "difficult" client is an ongoing challenge I have been asked to revisit an issue that never seems to go out of style or be talked about enough. In the grand scheme of the things affecting everyday business, nothing has more significance to our success than the ability of yourself and your employees to deal with – not only the ordinary or the satisfied customer – but with the so-called "difficult" customer. This condition can develop for many reasons. But in order to properly deal with any of the possibilities that may develop, we must first talk about having a proper "mindset." Such a mindset really begins with what you are presenting to your employees as a framework for dealing with prospects and customers alike. First, are those employees – the people who are answering the phone and making that favorable "first impression" – demonstrating the ability to serve the caller by handling the issue at hand, whether or not it is a problem or a potential problem? If it is a problem situation, does that employee appear capable of efficiently assisting the caller? Is he or she able to defuse the situation enough to get a decent handle on the problem so that it can be resolved, or at least be able to relay the message clearly to the right person for action before the problem escalates? The individual or individuals who are charged with the responsibility of answering and screening telephone calls should have training in telephone techniques and procedures before being placed in that position. If he or she brings experience from other employment venues, you should make sure that their experience and methods are what you want them to utilize in your company. If not, then educate them to what your procedure is and what you expect from your employees. It sounds like an awful lot to go through, but remember that the person answering your company's telephone is the first contact with your customer base, and therefore is critical to your operation. Having addressed the importance of such first contact, we can now turn our attention to the sales force whose job it usually is to return the phone calls and get on with customer relations. My experience with many salespeople is that, if a telephone message contains any hint of a problem, the tendency is to practice "avoidance behavior." Now, it is true that it is always easier to talk with people and customers who do not present a problem, but by practicing avoidance behavior and causing the customer who has a problem to have to call back, all that happens is that your employee has succeeded in raising the ire of the customer. The problem has now escalated a notch, and the problem has still not been addressed or resolved. Avoidance behavior has at one time or another been practiced by a lot of people, including yours truly. However, the sooner that particular mindset is overcome, the sooner we can avoid a potentially bigger problem. As an owner or manager, this "condition" needs to be monitored on a regular basis, so that you don't get that call of "last resort" (possibly even in the form of a personal visit this time!) What is a call of last resort? It's the call that threatens all kinds of negative action; and it didn't have to happen in the first place if things had been handled properly to begin with. What is a call of last resort? It's the call that threatens all kinds of negative action; and it didn't have to happen in the first place if things had been handled properly to begin with. Now it's the time to look at your employees and other representatives of your company. Whether your installers are employees or subs, are you or their supervisor reminding them that they represent you and your company, and that they are to be courteous with customers at all times? Are you reminding them that if there is a problem beyond those with which your crews are able to deal when following your instructions, they must tell the customer that they will immediately contact the office and that they must call the office and relay an explanation of the situation? continued on next page 57