DIFFICULTDIFFICULT C u s t o m e r s By: Haley Bassett

This is the best thing a business can do!!! It is when a store/business makes a customers experience at their store fun and enjoyable by bringing humor and fun when they are shopping. When stores/restaurants/businesses do this it makes the whole experience better. FISH!

A personal experience from FISH is when I was at a restaurant in Alabama visiting my grandparents. It was my around my birthday so they got the whole restaurant singing to me and they brought me a little cake. The part that was a good representation of FISH is that they had hot buns and they were flying all over. They would yell “Hot buns! Hot buns! Get your hot buns!” and then if you yelled back and said yes then the would throw you one. I had a sling on my right arm so it was hard for me to catch them. One of the guys came up to me and tossed it to me very nicely so I could catch it, then when I did he cheered for me and it was hilarious. I will never forget that restaurant but sadly it was ruined by Hurricane Katrina. FISH experience

When you get a job you will encounter many different types of customers and some of them with be difficult to handle. You need to know how to handle them the right way and the acronym C.O.N.T.R.O.L. will help you do so. It stands for Calm, Observe, Needs, Think, Reassure, Opportunities, and Listen. Impatient: someone who is pushy, and rushing you because they need to be the first person to get in or they don’t have very much time. They might roll their eyes or be snotty toward you. Irritable or Moody: This type of customer will be mean and snotty towards you maybe just because they are having a bad day. They might roll their eyes at you or give you sass or just say mean things towards you or the business. Complaining: It is someone who just will complain about the product or the service. Suspicious: This customer will question you on what you tell them because they might not believe you because they have gotten screwed over in the past. Different types of difficult customers

Dishonest: A person that will do anything to get away with stealing or getting something for cheaper they will lie and deny about anything. Argumentative: This kind of customer will argue with everything, if you are doing your job right or about the product. Insulting: An insulting customer will insult your working ability and be plain rude towards you. Domineering superior: Always thinks their way is the best way and that’s that way it should be done. Leave-me-alone: This customer won’t want any help from you. Slow/methodical: When dealing with this type of customers you might want to try and help them too much because they take so long. Different types of customers continued…

How should you handle an argumentative customer? -Ask simple, polite questions. How should you handle a leave-me-alone customer? -Be patient with the customer and give them space. How should you handle an insulting customer? -Be neutral. How should you handle a domineering/superior customer? -Let customers have their say. But in the end, make sure that the right thing is done. How should you handle a slow/methodical customer? -Be patient with the customer and help them along but don’t be too pushy. How to handle difficult customers

How should you handle dishonest customers? -Don’t jump to conclusions or assume, and try to keep telling them the sales. How should you handle a complaining customer? -Respect their thoughts and be an active listener. How should you handle a irritable/moody customer? -Be positive. How should you handle impatient customers? -Agree with them on common points. How should you handle a suspicious customer? -Try to explain and demonstrate good service. How to handle difficult customers continue…

My dad (Dan) works at Anchor Paper company and he seals packaging equipment. He has to deal with a lot of customers because all he does is seals stuff and set up the shipping for them. My father has had to deal with a lot of customers and he told me to let them have their say and listen which is part of dealing with difficult customers. He has a customer that always argues with him on the prices of the equipment. I am going to share with you how he dealt with it. This customer is an argumentative customer. Type of customer

My dad was working out of the home office ( from home) and I was waiting for him to get off the phone so I overheard this conversation while he was on the phone. Witness

This Dialog is taking place on a telephone. *ring*ring* Dan: “Hello, this is Dan.” Customer: “Hey Dan, this is George from ________ company.” Dan: “Hey George, how's your day been?” Customer: “Good, but I was calling about getting some more _______.” Dialogue

Dan: “How much where you thinking about getting?” Customer: “I want to get 100 roles.” Dan: “ok the price of that will be $55 per role which will make your total $5,500.” Customer: “Don’t you think that is a little ridiculous!” Dan: “What price would you like?” Customer: “Nothing more than $4,000.” More Dialogue…

Dan: “It may be but I don’t know.” Customer: “Well it is and I want to get them for $4,000” Dan: “I am very sorry George I don’t think we will be able to do that.” Customer: “Could you do $4,500?” Dan: “You can get that price if one of your trucks comes and picks it up from the warehouse.” More Dialogue…

Customer: “I will talk to my drivers and see if he has time to pick them up. When do you think they will be ready.” Dan: “That sounds great and we will have them ready as soon as possible which will be around 2 days.” Customer: “Ok and if one of my trucks come around 4:30 p.m. would that work?” Dan: “That will be perfect. Thank you for doing business with me and the Anchor Paper company.” Customer: “Thanks Dan.” Dan: “Bye George and have a great day.” More Dialogue…

I believe my dad handled the customer very well. He was able to make a deal with the customer to benefit both of them. The customer got a deal by picking up the equipment and my dad got a deal by not having to ship. It was one less thing the drivers had to do, the company, and my dad by not having to line it up. The customer got a slight deal but it wasn’t drastic and Anchor Paper didn’t have to pay for gas or the workers to drive all the way to _______. Opinion

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