Cranky Customers? Here's What To Do

The customer is always right, says the old adage. But sometimes the customer is just… impossible. No doubt, customers can be a pain. But not having customers is an even bigger pain.

So what’s a cleaner to do to ease the pain and, maybe, convince the customer that the cleaner can be right, too?

Chris Allsbrooks has some ideas on how cleaners can “ace” their problem customers.

“Ace” is the operative word, as Allsbrooks, a textile analyst with the International Fabricare Institute, explained during a seminar at the recent Southwest Drycleaners Association convention. That’s ace, as in acknowledge, clarify and explain.

Difficult customers come in five basic types, she said. Identify those types and apply the “ace” technique and you can win the day.

The first type she described as “The Volcano,” one who is angry, loud, unfocused and ranting and raving. Acknowledge the customer’s complaint and clarify the problem. Resist the temptation to rant and rave back at the customer; instead remain calm and maintain a professional tone — but don’t, Allsbrooks cautioned, lapse into industry jargon.

With this customer, it may help to move the discussion to a private area. Without an audience to perform for, the customer may calm down. While listening to the customer, repeat what he or she says, ask questions and take notes, then explain what action you will take. Follow up, if necessary, with a phone call to keep the customer apprised as to your progress on the problem. This could head off another angry outburst if the problem is not fixed when the customer returns.

A second type of problem customer is ”The Time Bomb.” This one is not ranting and raving but is upset, nervous, defensive and ready to explode. Do not argue with this customer, Allsbrooks says. You may set off the bomb. Instead, acknowledge and apologize for the problem, maintain eye contact and speak in a friendly tone. Do not interrupt while they are speaking. Let them finish, then explain what you will do, speaking with confidence. Be sure to follow up on your promises.

“The Snob” is yet another type. Although this customer is arrogant and speaks down to you, don’t be intimidated, Allsbrooks advised. Let them explain their point of view, only asking questions for clarification. Clarify the problem by repeating, in your own words, what the customer has told you. Then, mustering your confidence and professionalism, explain what you will do.

Then there is “The Hammerhead.” This is one who will rudely repeat the problem over and over, Allsbrooks said. You will have trouble getting in a word edgewise, but when you get an opening to speak, be assertive. Ask short, direct questions. Acknowledge their complaint and let them know you appreciate their persistence, then once the problem is clarified, let them know how you will fix it.

Finally, there is “The Bully.” This one overpowers with a forceful attitude, is rude and tries to get you to back down. Don’t try to argue with them, Allsbrooks said, but don’t let them intimidate you either, perhaps getting you to make promises you can’t keep. Like the Volcano, the bully may calm down without an audience, so it can help to move the discussion to a quiet, private area. Ask short specific questions that will require short specific answers. Take notes and don’t back down. Explain what you will do, then follow through.

Once the problem at hand is solved, you may have secured the customer’s respect. Further follow-up with a phone call or letter could help cement this relationship.

“Make a commitment to provide exceptional customer service to even your most difficult customers,” Allsbrooks advised. “You may find that you can turn a negative situation into a positive and win a loyal customer,” Allsbrooks said. And who couldn’t use more of these.