|19 May, 2019

How to deal with challenging clients

Ashish Panjabi is chief operating officer of Jacky's Retail – a Dubai-based electronics retailer operating a a chain of stores across Dubai and Sharjah. He is also a member of the Entrepreneurs Organisation - a global network of more than 13,000 enterpreneurs in 88 countries.

Website: https://www.jackysbrandshop.com/

Having a process in place for dealing with difficult customers will give staff greater confidence in handling situations

It is when we are challenged, we grow. We realise where we lag and take corrective measures to understand and ensure that challenges are met. Effective steps will ensure that any mistakes are not repeated, but if they do, they will be dealt with in a professional manner.

It is often difficult for personnel to deal with situations involving difficult customers. That is when the importance of putting together a process on how to deal with situations comes to the forefront. If there was a process set in place and personnel have been trained accordingly, it will be easy to handle clients. And why should it not be? Sales staff need to focus on bringing in more business rather than dealing with challenges. And setting in place a robust process to take care of issues that clients face helps a sales team to focus on business.

It always helps to put together a mission document on how to deal with challenging clients. It will guide staff about how they need to respond. For long term clients, it helps to identify milestones and prepare a document on how to deal with situations with clients when goals are not achieved or delayed. An idea may be forgotten but when we put it in writing we remember it and there is an uniformity among staff in responding to similar queries.

It is important to train and keep personnel motivated. They need to be accustomed to a variety of customer behaviour patterns. It is always good practice to create hypothetical situations and give options on how to handle each one. This will encourage them to come with their own ideas and when minds are put to work they create remarkable solutions that work well.

It is efficient, both for short and long term goals of handling customer challenges, to be creative and imagine what kind of problems we will be facing down the line and document them, as an idea may be forgotten but when it is documented, it is easy for people to go back and refer to how a particular situation has been handled before and implement the same strategy.

These processes need to be constantly updated as there may be newer and different challenges that crop up. And by documenting all these updates we ensure that the process is set in place for people to not be startled by challenging circumstances but face them with confidence and a strategy that has worked before.

An organisation becomes more productive when proper processes are set in place. Personnel are more equipped to deal with different set of circumstances which makes them feel confident about themselves and in turn benefits the organisation. When a process is put in place, the management increases its focus on generating business rather than dealing with petty issues.

Any organisation that has documented policies and goals, give an edge to their personnel on handling challenging clients.

Any opinions expressed here are the author’s own.

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© Opinion 2019

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