With 90 percent of Americans stating that customer service is a key factor in deciding whether or not to do business with a company, you want to make sure you are getting it right.
Of course, difficult customers exist in every business, but when you work as a freelancer, it falls to you to resolve the situation and keep your reputation intact.
Don’t worry, there are some simple steps you can take to keep even the most complicated customer happy, showing that you are willing to listen and finding a resolution that keeps you all happy and could even result in repeat business.
Less talking, more listening
Every customer wants to be heard. Listen intently and respond with questions to encourage the client to keep talking. That way you can learn more about them and pick up on things that may help you reach a solution more efficiently. Learning how your client thinks can help you choose the right approach to solving their problem.
Do as they do
According to a study by Albert Mehrabian, only 7 percent of what we communicate is by words, the other 93 percent is through nonverbal actions like body language. Closely observing your client and matching their behaviour lets them feel validated and understood. Things like matching their volume and tone of voice will help them relate and feel better connected. Using techniques like ‘keyword backtracking’—mirroring their choice of words—helps the client feel their needs are being met.
The power of visual prompts
Humans are visual creatures. In fact, 65 percent of people respond better to visual prompts. Taking advantage of face-to-face meetings or virtual video calls and incorporating visual components such as a whiteboard to note down issues, lets you tackle any complaints the client may have. Working through these visual reminders together one by one and referring back to the board if the customer starts to stray keeps you on track.
The textbook approach
Work by the book and don’t drop the ball. Difficult clients can be demotivating, but you can use the challenge to fuel your productivity and efficiency. It’s important to be clear in your work process. Take meeting notes, follow a strategic plan and be specific about the actions you’re taking and the outcomes. That way, you know you haven’t left anything unattended to and you can remain focused on the task at hand.
Specify and simplify
Often clients want to focus their frustration and unload at great length. Clients then feel more exasperated as they listen to themselves, making broad generalizations like “nothing is working”. In response, being very specific and taking a point-blank approach to directing questions is a great way to simplify the issue at hand. Proposing simple and concise questions that target the root of the problem, and then offering specific solutions lets the client know you’re invested in improving the situation.
Lead the way:
When it comes to how to deal with difficult clients, they can pose a challenge, but you can rise above by using these tips to convert this challenge into a more productive way of managing business relationships. At CubixLat, we offer support to our freelancers who work as salespeople for our IT distribution company. We provide advice and training so you can succeed as a freelancer—however great the challenge you face.