Dealing with Angry Customers

Let’s face it. Nobody likes dealing with an angry client. The thought of a customer blow-up is enough to make some salespeople shake in their boots. This is exactly when you need to up your game.

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Most times the client is not angry at you. In fact many times when a client gets angry, it is likely something out of your control. But you are the face of the company. You are the one that has to be there on the good and bad days.

When things go wrong people need to vent. Your clients are no different. If a shipment is late or there is an issue with the service or product you sold your client, you need to show your face. The customer is not angry at you; the customer is angry at the situation. You, as a salesperson, are on the front line. Naturally it is you in the cross fire.

But don’t get caught up or distracted by a customer’s anger. See through it and focus on the solution to the problem. Let them vent, remain calm but concerned, and work through the issues with them.

Average to below average salespeople don’t show up on days like these. They can’t be found or they try to pass the buck onto someone else. If you are this type of salesperson, your career will be a short one.

Show up and hear the client out. Once the customer has vented (and you sat there and nodded), bring some constructive ideas to the situation. Although the customer may not say it on this day, they will appreciate you showing up and helping take ownership.

When the good days come again (and they will), the fact you were there on the bad, will make the good that much better! The best salespeople make a difference on these days. They get involved. They show up or call after hours (on really brutal circumstances).

A positive spin-off from proactively dealing with angry customers is your will enjoy a terrific boost. The customer will see you as someone that really takes pride and ownership. The customer will see you as someone who is there for them. This has personal value for you in your marketplace. As your reputation increases, so will the sales (and the potential job offers).

Remember, the good days will come again. When they do, your client will remember who was there helping, and who was hiding. Deal with angry customers and profit.

Thanks for reading.

Good selling.

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