How to deal with difficult customers: bend over backwards, or fire them?

Does your business have a process for managing customer problems? It’s important to first understand why customers are quick to be critical. Then, create clear paths to win them over. Learning how to respond to these people – knowing when to hug them and when to fire them – can help you create a sustainable competitive advantage for your business.

Key Takeaways:

• The best way to deal with difficult customers is to understand what makes customers quick to be critical and avoiding those traps.
• Standardize responses to common critiques in order to rapidly win over difficult customers or write them off.
• Ask your team to brainstorm ways to create unhappy customers and avoid everything they come up with.

“FedEx realized very early on that most of their unpleasant customer interactions were things totally within their control to improve, fix or even eliminate.”

Read more: http://business.financialpost.com/entrepreneur/how-to-deal-with-difficult-customers-bend-over-backwards-or-fire-them