Difficult Customers – “Suspicious Sally”
February 5th, 2010 Filed under: Uncategorized — Customer Service Author
Have you ever had one of those customers that just doesn’t quite seem to trust you? They listen to you with raised eyebrow, and don’t take what you say at face value. They look for hidden agendas, and always look for the “catch.” If you are a basically honest person, it can be a very unpleasant sensation. (Even if you’re not an honest person, it’s still unpleasant – but at least you know who to blame!)
Of all the connections we can build with our customers (as well as co-workers, bosses, employees, etc) trust is both the hardest to create, and easiest to break. Truth be told, in this day and age, a little healthy skepticism is probably a good thing. But there are some people who fear so greatly the vulnerability that comes with trust, they overcompensate by trusting virtually nothing and no-one.
Unfortunately, there is no quick fix for building trust. Loss of trust is founded to a large extent by personal experiences, and it is only by creating honest, positive experiences that we can build it back. There are three steps to beginning this process:
1. Acknowledge and validate her discomfort:
eg. “I understand your discomfort. I suspect I’d feel the same way if I were you.”
2. Reaffirm to her that you care:
eg. “I care about how satisfied you are – and I don’t want you
3. Restate your position, then set her free:
Give her permission to walk away (those of you who are in sales – this means you too!). eg. “I really do think this is best for you because
These three steps express empathy, caring, and confidence in your position – three things that Suspicious Sally is looking for. Give it a try. You’ll notice changes right away in both her body language and her attitude.
Shaun is recognized as one of the leading global experts on customer service, service recovery and building positive workplaces. He has appeared internationally on television and radio, and quoted in The New York Times, The London Times, CNN, Forbes Magazine and Reader’s Digest.
If you are looking to create world-class customer experiences through customer service training or consulting, contact his company at info@beldingskills.com.
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