The Customer Is Always Right???

The Customer Is Always Right Except When They're Not

In customer success, the customer is always right - or so the saying goes. But what happens when that isn’t the case? While it’s true that the customer should always be treated with respect, there are certain times when they may be in the wrong. In this blog post, we’ll explore various scenarios in which the customer is not right and provide guidance on how to handle the situation and turn a negative into a positive.

When They're Unrealistic

   Having unrealistic expectations from a client is something that can be difficult to manage, especially when clients are unaware of the market conditions or cannot comprehend the deliverability of certain services. David Crean, CEO of Objective Capital Partners, LLC has said, “Providing clients with clarity of options to pursue is an important role as a trusted advisor”. It is essential to have a comprehensive understanding of what their goals are and make sure that you have expressed which of their expectations are realistic. While, Brian Rudman, Founder of Formula Wellness Center believes, “It is far better to say no to a client and lose the business than acquiesce”. To avoid this situation, it is important to get into alignment before working together and setting expectations. If possible, it would be beneficial to share real-world examples to provide concrete evidence. To avoid misunderstandings, it is important to spell out expectations clearly, document them, and provide them to the client as a current state of affairs. This helps to ensure that all parties are on the same page and there will be no surprises down the line. 

When They're Impatient

   Another time the customer is not right is when they are impatient to get outcomes. Rome wasn't built in a day folks! Customer impatience can be one of the most difficult obstacles for customer success teams to overcome. Customers may come into the conversation with a quick temper and be ready to argue and nitpick progress, but this does not mean that customer success teams should give up or give in. Rather than turning away from a challenging situation, customer success teams should take the time to understand what is bothering the customer and why they may be feeling impatient. Do they have a deadline being pressed upon them by an outside source? Why do they NEED results so quickly? What is their why? When customers are impatient, they may be feeling overwhelmed or undervalued. It is important to understand these emotions so that you can offer solutions that address the underlying cause of their frustration. Taking the time to understand their viewpoint can help to provide meaningful solutions and recommendations that will help to appease their concerns. Understanding the customer’s frustration can help customer success teams to provide solutions that will make them feel respected and valued, which will help to create a positive customer experience. It is always important to find their "why" and tackle it!

When They Lack Direction

   It's a common occurrence for businesses to grapple with strategic challenges. No matter the size of the company, having a clear and strategic plan is essential for success. With a strong strategic plan in place, the foundation is set for the customer success organization to deliver the best possible customer experience. When there is clear, unwavering direction, it is easier to focus on defined targets and deliver results. However, when strategies shift, this can cause feelings of unease in the success team as they may not have the tools and resources to properly adjust to changes. This lack of direction can lead to confusion and frustration among customer success staff, resulting in an overall poor customer experience. In these cases, it is important for customer success managers to clearly communicate with customers about any changes and provide guidance and support throughout the transition. 

   When dealing with customers who lack direction, it is important to listen to their concerns and show empathy and understanding. Be sure to explain any changes that will be made and their potential impact on customer experience and outcomes. Offer helpful advice or resources to help them navigate the changes, this is a GREAT opportunity to position yourself as their trusted advisor. Finally, take initiative and provide solutions or answers to their questions so they feel like they are being taken care of. By taking the necessary steps to ensure that all customers feel supported, you can turn a negative situation into a positive one.

When They're Uncooperative

   Dealing with uncooperative customers can be one of the most challenging aspects of customer success. Customers who complain all the time, or who always seem to want more than you can provide, can be difficult to satisfy. It is important to give this type of customer attention and let them know you are listening. Do not make excuses or explain away their complaints; instead, take a moment to really listen and understand what they are asking for. Make a note of all the things they are requesting and try to serve them at once. This can help to build trust and give the customer the assurance that they will receive what they need in a timely manner. By addressing their concerns in an understanding and respectful manner, you can help to create a positive customer experience. It may take extra effort on your part, but it can pay off in the long run with loyal customers who will continue to do business with you.

When They're Abusive

   It is unacceptable for customers to be verbally or physically abusive to customer success representatives, and it is important to remember that as the representative, it is not okay to respond in kind. Setting boundaries is essential when dealing with difficult customers, and ensuring that those boundaries are not crossed should be a top priority. In these situations, remaining calm and professional is key. It is important not to take the abuse personally, as this can lead to responding in kind which will only escalate the situation. Instead, try to remain neutral and use a calm but firm tone when addressing the customer. Documenting any incidents of abuse is important, as it can help protect you as the representative and it can also help the company investigate any potential claims. It is also important to follow your company’s policies when it comes to customer abuse, as they can provide valuable guidance on how best to handle these types of situations. 

   Overall, customer abuse should be taken seriously and treated with care. Setting boundaries and remaining professional and calm can help to de-escalate the situation and ensure that the customer experience remains positive. By following company policies and documenting any incidents of abuse, you can help ensure that customer relationships remain positive and avoid any negative experiences.

Turning a Negative into a Positive

In conclusion, dealing with difficult clients can be a challenging aspect of any business, but it's important to remember that there are always opportunities for growth and learning in every situation. Instead of getting discouraged or frustrated, we can choose to view difficult clients as a chance to improve our communication skills, learn more about our own strengths and weaknesses, and ultimately provide better service to all of our clients in the future.

By taking a proactive and positive approach to difficult clients, we can turn what might seem like a negative experience into a valuable learning opportunity. Whether it's through active listening, setting clear expectations, or finding creative solutions to challenging problems, there are many ways that we can rise to the occasion and provide outstanding service even in the face of difficult circumstances.

So the next time you encounter a difficult client, remember to stay calm, keep an open mind, and focus on finding a positive outcome for everyone involved. With the right attitude and approach, even the most challenging situations can be turned into opportunities for growth and success.