Dealing with angry customers, part II

In keeping with our client management theme, let’s look at some ways you can deal effectively with angry customers. We already talked about the importance of acceptance. The second step is to find a way to show your customer that you understand. You can use the simple phrase, "I understand, and I’m sorry that you’re upset." Give the customer a place to vent his frustration, but in an appropriate way (i.e. you don’t need to be a punching bag or accept verbal abuse). Then you need to find a way to make things right. Agree that something will change. If appropriate, make a ‘peace offering’ or offer them something to "make it right." Finally, find a way to deal with this for yourself, and move on. Your business is not right for everyone. Everyone is not right for your business. Rather than focusing on the ones who aren’t a good fit, start focusing more on the ones who are.