Sometimes no matter what you do, there’s that customer who wants more – now! Compound this with the holidays and it’s easy to let a situation get out of hand. Here are some tips on handling difficult customers with a smile.
In the last two decades in particular, several key factors—increased retail competition, the rise of customization, and a near-total adoption of the philosophy that “the customer is always right”—have combined like a perfect storm to spawn more than a few high-maintenance customers, or “customonsters,” among us. These shoppers want what they want, when they want it, and won’t hesitate to upset your employees and disrupt your business.
Add to that the pressures of the holidays, and you can bet that as the peak selling season gets underway, you and your employees will probably have to deal with the occasional customonster. Here are seven ways you can prepare for them as the holiday pressure starts to rise, and the release valves you can pull, to bring tense situations under control.Continue Reading »
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