E-commerce
Understanding Customer Behavior: Dealing with Rudeness and Bartering
Understanding Customer Behavior: Dealing with Rudeness and Bartering
In today's fast-paced business environment, customer behavior ranges from courteous and professional to outrageously rude. As a business owner, it's crucial to develop strategies for dealing with different customer types, including those who attempt to barter and those who display unacceptable behavior. This article explores two real-life scenarios faced by business owners, offering insights into how to handle such situations gracefully and professionally.
Dealing with Customers Who Try to Barter
Running a business often means catering to a variety of customer types. For instance, a plant nursery owner might encounter customers who are accustomed to haggling over prices. This can be particularly challenging, especially when the customer's approach crosses the line into rudeness.
A local nursery owner relates a story about a customer who frequents the store regularly and attempts to barter on prices. These customers typically request discounts on the value they receive, offering cash at a rate significantly lower than the actual price. While the nursery owner is willing to negotiate to a certain extent, there are limits to how far one can go in accommodating unreasonable requests.
One day, this customer visited a local takeaway, and the same pattern emerged. The takeaway’s manager, who had previously haggled with the nursery owner, served this customer. When the price was mentioned as being higher than the customer's expectations, the manager refused to give a discount and suggested that if the customer didn’t like the price, he should simply go elsewhere. Frustrated, the customer left without paying.
Back at the nursery, the customer returned with friends, trying to get a better deal. However, upon discovering that his usual discount was no longer available, he became irate, accusing the nursery owner of being unworthy of a discount. This incident is a prime example of how some customers can cross the line from attempting to barter to displaying rude and disrespectful behavior.
Handling Prospective Clients Who Display Rude Behavior
Dealing with rude behavior not only impacts your day-to-day business but can also affect your reputation and future clients. For instance, a prospective client called the business owner’s PA and screamed at her because the business owner’s mobile phone was switched off during a client meeting. Even though the PA explained that the owner was in a client meeting, the client refused to accept this explanation, insisting on talking to the business owner on the phone. When this didn’t happen, the client sent a nasty email, insisting that he would not do business unless he could speak to the owner immediately.
The business owner’s response in the email was crisp and professional, standing firm in the face of the client’s rudeness. The owner emphasized their commitment to business etiquette and refused to be pressured by a “manager” implying importance through his company size.
Lessons to Learn
These scenarios highlight the importance of handling difficult customers and prospective clients professionally and with integrity. Here are a few key takeaways:
Transparency and Communication: Being clear about company policies and expectations from the start can prevent misunderstandings and complaints. Professionalism: Maintaining a professional demeanor, even in the face of rudeness, is essential for maintaining a positive reputation. Setting Boundaries: Clearly defining what is and isn’t acceptable in terms of customer behavior can help prevent further misbehavior. Refusal as a Policy: It's crucial to be clear about the policies surrounding discounts, bartering, and other customer behaviors, and to enforce them consistently.Both scenarios demonstrate the importance of maintaining a high standard of customer service and professional behavior. By responding to unreasonable and rude behavior appropriately, businesses can protect their reputation and ensure a better experience for all their customers and clients.
Conclusion
Customer behavior can significantly impact a business's success. Whether it's dealing with a customer who continually tries to barter or a prospective client displaying rude behavior, the key is to handle such situations with professionalism and integrity. This not only protects the business's reputation but also sets a positive standard for customer relations.