Taking Care of Difficult Clients

As an ALLIANCE center manager, you are able to keep undesirable situations at bay and handle clients' situations easily, for the most part. But there are times when a client is angry and worked up when they come to you. What do you do then?

While dealing with an angry client can be difficult, it doesn't have to be impossible. Following a few guidelines can help you keep the situation under control, and allow you to satisfy your client without compromising your center. Take a look at ALLIANCE's guidelines for dealing with a dissatisfied client.

Change your own behavior and listen

While you can't control another person's behavior, you can change your own behavior when dealing with an unhappy client to avoid causing annoyance. Even though these clients might treat you like their personal dumping ground, how you treat them while they're complaining will ultimately determine the outcome of the situation. Management experts advise that the first step in the best course of action toward resolving customer conflict is to listen. Be respectful and courteous, and hear what they have to say.

Remember who is always right

Try to be polite and firm and remember that the client is always your foremost priority; keep in mind the old adage that the customer is always right. Show empathy and tell your client that you understand where s/he is coming from and use positive language. Relating to the customer this way will make you seem sympathetic without being patronizing. Remember that if you mishandle angry clients, they'll vent their frustrations by telling others not to use your services or lease at your center.

Stay in control of the situation

When you're in a difficult situation with a client, it is critical to stay in control. Refrain from arguing or "passing the buck." Even if you don't know the answer to something, assure your client that you will find out and get back to them. Keep in contact with the client as much as possible, even if just to tell them that you don't have a solution yet, but you are working on it.

When you're proposing a solution, make sure your client is listening without any distractions. You may want to confirm your solution in writing, and follow-up with a request for feedback from the client.

Employ the power of positive language

You must always keep your emotions at bay and remain calm and objective. While your client may give emotionally charged statements and arguments, you can counteract further argument by using positive language.

When dealing with an upset client, use positive language. Avoid negative words such as "can't," "won't" and "unable to." Be careful with your wording, and avoid phrases that imply you don’t empathize with your client. These expressions include "You claim that," "You state that," and "You neglected to specify." Treat your clients with respect, no matter how trying they may be.

Promote positive relationships

Finally, to prevent undesirable situations and unhappy clients, you must promote positive relationships at your center. Train your staff to greet your clients and get to know them and build positive, professional relationships with them. If you and your staff are accessible to your clients, you'll be able to find out your clients' issues and solve them before they have time to get upset.

ALLIANCE's Quotables on Strong Leadership

"The most effective leaders of companies in transition are the quiet, unassuming people whose inner wiring is such that the worst circumstances bring out their best. They're unflappable, they're ready to die if they have to. But you can trust that, when bad things are happening, they will become clearheaded and focused." - Jim Collins

The quality of leadership, more than any other single factor, determines the success or failure of an organization. - Fred Fiedler & Martin Chemers