Have you ever faced a customer whose attitude could easily ruin your day? In the high-stakes world of luxury fashion and jewellery sales, encountering difficult customers is a reality. But fear not, for these challenges are opportunities in disguise. Let me share with you seven transformative steps to turn these encounters into triumphs.
1. It's Not Personal
Understand that a customer's frustration is typically directed at the situation, not at the salesperson. Through our studies, we've observed that customers often vent about issues unrelated to the personal attributes of the staff. Recognising this can defuse many tense situations.
Rude customers are emotional people, and they can be good friends if you meet them in different circumstances. This is why they are overreacting to whatever they perceive as negative in your service or product.
2. Choose Your Battles Wisely
The old adage "The customer is always right" might not always hold true, but in luxury retail, the customer's perception is your reality. Even if you're right, winning an argument with a customer is a pyrrhic victory. Focus instead on understanding and solving their problem.
Remember: The customer is NOT always right, but the customer WILL always win.
3. See Through Their Eyes
Empathy is key. Picture yourself in their designer shoes: maybe they've had a rough day, and the issue they're facing with your service is the last straw. By understanding their perspective, you’re better equipped to defuse the situation.
4. Respond with Kindness
Instances where sales staff responded to rudeness with kindness often led to positive outcomes. This approach not only de-escalates tension but can also transform a dissatisfied customer into a loyal one.
This is a very likely scenario where being nice would make you a winner:
Rude customer: This is a disgusting situation. I cannot believe that my order is not ready yet. You are a stupid company that doesn’t know anything about customer service!
Clever Salesperson: Oh dear. I’m terribly sorry, sir. I promise you that I would do anything to rectify the situation
Rude Customer: What can you do? My order is not here, and I am not happy. I wish I went to a proper company rather than dealing with clowns like you.
Clever Salesperson: Sir, I promise you that I understand your frustration and, to be honest, I would be angry as well if my order were not ready on time. I will now talk to our head office to check what we can do, and I will try my best to come back to you with good news. I just want to ask you not to be angry with me, I always respect my customers, especially gentlemen like yourself, and I hope that you know that it isn’t my personal fault even though I share the responsibility of being a member of our company. (Said with a genuine smile).
Rude Customer: Oh no, I’m not angry with you personally, of course. I’m sorry if I came across as rude, but this order situation is ruining my day. OK, I will wait for you to call your head office…
Problem Solved… now, whatever you come back with, you will always be the innocent, nice, helpful salesperson who tried your best to correct a mistake even though this was not your fault.
5. Stay Calm and Professional
When faced with rudeness, maintain your composure. Your calm demeanour can de-escalate the situation and reflect your professionalism, which is especially crucial in the luxury market.
Rude customers love salespeople who react angrily to their comments, as this would give them the satisfaction of hitting back and ultimately having the final say.
Never give this pleasure to your rude customer, and always remember that your best weapon is to stay calm, even though this is sometimes the hardest thing to do in sales.
6. Collaborative Problem Solving
Ask the customer what they believe a satisfactory resolution would be. Start from their expectations and work towards a feasible solution. Remember, a sincere apology and a gesture of goodwill can sometimes be more valuable than monetary compensation.
Keep in mind that most customers would still want your product or service, and the solution lies in compensating for the inconvenience that the error may have caused. Compensations do not have to be monetary. Sometimes a nice gesture and an apology can be more than enough.
The first step to solving this issue is to:
- Apologize for the inconvenience: Sir, I do apologize for the inconvenience that this may have caused. I can assure you that I understand your frustration.
- Put the situation into the right perspective without the entire emotional dilemma: So if you allow me to define the situation… your order is not here on time, and I will do my best to get back to you with a helpful solution for this.
- Know exactly what you can offer by consulting with your head office or line manager
- Get back to your customers and never offer what you can but ask about what they would expect: {Sir, our head office also apologizes for this, and I can assure you that I was frustrated with them because I feel what you feel. Now, I would like to ask you about the best realistic solution for this situation in your opinion, and I will go back to them and try my best to get you what you expect.}
- If the customer gives you a solution that is within the guidelines of what you can offer, ask your customer:{so, If I manage to get you what you asked for, would you be happy?}
- All customers would say yes, then shake his hand and never offer what they want until you go and come back, as this would seal the deal.
- If the customer gives you a solution that is unrealistic and beyond what you can offer, then start negotiating
{My dear Sir, I understand that this is what you feel is acceptable, but I came back to you so that you may help me get you a solution that satisfies you and I know that this might be very difficult to be offered by our head office.
I already apologized to you, and I was so firm when I presented the situation to our head office, but honestly, I would ask you personally to help me here in order to solve this situation as this is more dissatisfying to me than to you as I never want to have an unhappy customer. }
- Use this tone to get your customer to a level where you can comply. Leave and come back to offer them what you agreed upon already.
7. Learn and Grow
Each challenging customer interaction is a learning opportunity. Reflect on these experiences to enhance your skills and approach. In the world of luxury retail, adaptability and learning are key to excellence.
Conclusion
Handling difficult customers is an art, especially in the luxury market, where expectations are sky-high. These steps are not just strategies; they're stepping stones to enhancing your customer service skills and elevating your brand's reputation.
For more insights into mastering the art of customer service in luxury retail, visit our website or contact us for bespoke training and consultancy services.