How Do You Handle a Grumpy Customer?

Customer service is key in any industry, and grumpy customers need to be dealt with carefully.

After all, if they feel like they have been disserviced in any way, they will be sure to report poorly on your business via word of mouth to other potential customers or by posting nasty reviews on the Internet.

Here are ways to deal with a grumpy customer so you can keep them satisfied and protect your great reputation at the same time.

The Complaint IS Important! First of all, treat any complaint like it’s important to you on the same level as it is to your consumer. This is difficult, since as a direct sales business you stand behind your product or service and it can be hard to stomach someone making a poor claim on something you provide.

However, if someone claims that they don’t like a product or that it’s not of great quality for their money, you need to take the side of the grumpy customer rather than immediately jumping to defend your product.

Practice The Feel, Felt, Found Customer Service

Secondly, you need to state that you understand the situation, sympathize with it, and will do what you can to make the customer happy.

Expressing that you know how they feel and once felt the same way in a similar situation to the one they are experiencing it will validate them.

The feel, felt, found technique is often a good approach…. rather than putting them off, it warms them up.

“I know how you feel, I felt the same way once too and what I found was….”

Of course you can also include in the feel, felt, found scenario that you do stand behind your product and that your direct sales business thrives on customer satisfaction. This way, you have the opportunity to defend your business in a positive way and make efforts to right whatever your customer feels unsatisfied with.

Give The Customer The Control

Finally, you want to ask the customer what you can do to remedy the issue so they can feel like they are in control of the situation.

This is a great way to show your consumer that you are really listening and taking their complaint to heart. After satisfying your customer, always give them a courtesy follow-up to ensure that you remember them in a positive way and want to make sure they are still satisfied to the best of your ability. A simple follow-up, even if you weren’t able to completely meet your grumpy customer’s needs, can mean the difference between a return customer and a customer who falls away.

Your goal with a grumpy customer should always be to right what they feel is wrong, not try to convince them your product or service is perfect. Remember, when it comes to direct sales business, if a customer isn’t happy then you lose potential sales and can hurt your reputation. Do what you can to remedy any negative situation and you can continue moving forward in a positive way.

Customer Service Script

Good customer service is more than keeping your customers happy or calling them periodically when you need more bookings. Good customer service happens all year long and takes practice.

A customer service script is something that will make you more effective at handling your customers when making calls or dealing with their complaints.

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Consistent Year Round Sales Business

Regardless of what products you sell, the home party business is a year-round enterprise. Consultants that rely on their sales revenue for regular income do not want to see the flow of money stop because sales are seasonal.

There are just as many good reasons to host an event in the summer as there are in the winter. When you know the ways to keep your home party business going all year long, you will start to realize the benefits of ongoing income.

Sales Consultant Belief – Shatter the Misconception

As a consultant, you come into contact with a lot of people that carry the misconception that your business only operates on a seasonal basis. Business success is often based on perception, and you can change that perception by letting people know that you work all year long.

When you talk to people about scheduling events, remind them that you run a year-round business. Find ways of scheduling events during months that many people think you are not operating. Include small phrases such as “offering year-round service” on all of your literature; that helps to corect the misconception that your business is seasonal.

What Sells Seasonally?

Momentum is a big part of maintaining a year-round business. Keep comprehensive sales data on what sells seasonally at all of your parties and events will help in future years. What are your best selling items are and how many of those items you commonly sell. When you find yourself ready to schedule an event at a time that is not traditionally busy, use these hot-selling products in your advertising to gain interest in the event. Attendees who see strong attendance at events scheduled during off-peak months will start to lose the part-time notion of your business.

Direct Sales Marketing

As soon as you stop marketing your direct sales business, consumers will begin to think that you are done for the year. When the traditional slow months start to come up in the calendar, you should maintain your marketing efforts. Stay in front of people by hosting as many events as possible and continue to get marketing materials out to prospective customers.

One of your strongest sources of income and new clients is your referral network. Keep working your referral network on a full-time basis all year round. Do not let people tell you that an event will not work because of the time of year. You need to stay focused and keep your business in front of people to keep it going.

Being a year round home party plan consultant means never letting up on your marketing efforts and filling your calendar all year long. When people realize that you work the entire year, you will start to see your business prosper.

Free Direct Sales Bookings Training

The Direct Sales Bookings University is the most comprehensive bookings and finding business training ever to hit the industry. There really is unlimited business out there… you just need to be willing to go out and get it!

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In the book Ultimate Success, author Frank Beaudine writes: “The Law of Reciprocity is one of the great truths of life because the more we give, the more we receive.”

Ethics Matter In Business

Though this reciprocity is not always one for one, or even immediate, it will happen. Ethics and customer care count in business, and the greater you adhere to proper ethics and the more you help people, whether they buy from you or not, the more you will get in return. It is true that when you give, others may give back.

However, it is also true that others may not give back. Deliberately pursuing the law of reciprocity may leave you frustrated and disappointed when those to whom you have given, fail to return the favor. However, giving without concern for reciprocity, often results in a return of benefits.

What Is The Law Of Reciprocity?

The law of reciprocity works by creating positive emotional experiences for yourself and others. Though it doesn’t always appear balanced, the world has an amazing way of finding balance, and this is often true in our business relationships.

By following the law of reciprocity, you should not view your customers or your team members as merely potential pay checks. You should genuinely be interested in providing value to them; by providing value, you will receive value in return.

In the direct sales business, we often think that people buy the product. Though this is sometimes true, the products we sell are often not very unique. What is unique is our customer service; the tangible and intangible items that we offer to the customer when they purchase what we are selling. That is our gift to them, and they reciprocate by remaining loyal to us.

The Law of Reciprocity Begins With You

Help your customer, compliment your customer, listen to your customer, and value your customer. These acts start with you. Even if you believe potential customers will probably not buy from you, it never hurts to offer something of value. Though your effort may not be repaid immediately with a purchase, the law of reciprocity states that your kindness or help will eventually be repaid.

The most important aspect of the Law of Reciprocity can be found in the words of Ralph Waldo Emerson; “It is one of the most beautiful compensations in life that no man can sincerely try to help another without helping himself.” If people follow that Law of Reciprocity, the world would truly be a better place. If you follow it in your business dealings, your direct sales business will booming in no time!

Direct Sales Business Training

The Law of Reciprocity may be applied to your home party to increase sales and bookings. Learn more about the Law of Reciprocity and how to apply it to your home party or direct sales business. Visit the largest FREE party plan training center on the web.

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