How To: Manage Customer Confrontation
Is the customer always right or do you find yourself impersonating Basil Fawlty?
A disgruntled guest is more likely to talk about a bad experience, than to mention a stay that went smoothly, and the grapevine, now in web form, will ensure that one incident is instantly available for the WWW to share and despair.
So if a problem arises, make sure that staff are trained to solve it effectively. Handling it badly could mean loosing more than just one client.
First Impressions Count
Don't look defensive - be upbeat. There may be a problem, but put on a smile and look positive. Remember body language is important - don't cross arms or stand with open legs, opt for an open friendly posture. Striding ahead will also antagonize the situation. Walk alongside the person and make conversation.
Choose Your Words Carefully
Introduce yourself and make sure that you use the client's name. Don't waffle, but do sympathize. Quietly, calmly and succinctly explain the situation in short, clear sentences, so that there is no misunderstanding. Remain objective and give plausible reasons.
Even bad news can be phrased positively. Avoid words such as "problem, difficult, you must". Treat the problem as an opportunity - "thank you for bringing this to our attention".
Don't delay - use active (rather than future) verbs in the present tense - "I'm calling, I'm sending, I'm faxing." Then keep the client updated. No news is definitely not good news in this type of situation.
Solutions
Don't leave the problem unsolved. Empower the guest by offering alternative solutions. Every business encounters problems, but handled correctly, you could avert a potential disaster and win a loyal client.
Remember - a complaint is simply a way to voice a request. By being sympathetic to what is really being asked for you can solve the problem, and benefit from a greater insight into where your own operations may be letting you down.
Follow these simple steps to take the edge off confrontational situations calmly and efficiently
- Show understanding, use a positive approach and explain the situation objectively
- Ensure you communicate the reason for not meeting expectations as clearly as possible to avoid any misunderstanding
- Close on a positive note and clearly show when you can offer an alternative solution
- Use positive body language and avoid an aggressive or arrogant approach
- Take steps to adjust operations to ensure the situation can be avoided in future
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