Customer service- How do you deal with rude or disrespectful customers?

Discussion in 'General Carpet Cleaning & Upholstery Discussion' started by Pat Carroll, Dec 29, 2010.

  1.  
    Pat Carroll

    Pat Carroll Well-Known Member

    Joined:
    Sep 25, 2008
    Messages:
    1,035
    Likes Received:
    75
    Trophy Points:
    48
    Ratings:
    +274 / 1 / -0
    Real Name:
    P.C.
    Business Location:
    United States
    How do you deal with difficult customers? Do you walk, hang up, give it right back to them or smile and shrug it off?

    I can take it pretty good but everyone has their limitations. I guess it depends on what is being said or done.

    I would like to hear how you guys deal or have dealt with some tough ones that you've encountered.
  2.  
    Scottie

    Scottie Member

    Joined:
    Mar 25, 2007
    Messages:
    365
    Likes Received:
    1
    Trophy Points:
    16
    Occupation:
    Owner
    Location:
    West Lafayette, Indiana
    Ratings:
    +65 / 0 / -0
    Real Name:
    Scott Schneider
    If they cannot be turned into cheerleaders by all me efforts, I fire them.
  3.  
    Canada-Eh

    Canada-Eh Well-Known Member

    Joined:
    Jul 14, 2008
    Messages:
    3,108
    Likes Received:
    43
    Trophy Points:
    48
    Occupation:
    Trainer, CCT, WRT
    Location:
    Ontario
    Ratings:
    +483 / 2 / -0
    Real Name:
    Kenzo Miyagi
    Business Location:
    Canada
    I will not deal with rude customers, they can go somewhere else if their parents, teachers and church did not teach them r.e.s.p.e.c.t.
  4.  
    Shane Olvitt

    Shane Olvitt New Member

    Joined:
    Sep 18, 2008
    Messages:
    17
    Likes Received:
    0
    Trophy Points:
    1
    Location:
    So. Cal
    Ratings:
    +7 / 0 / -0
    Real Name:
    Shane Olvitt
    The best way to give it to them is to kill them with kindness, clean their carpet and then take their money.
    • Friendly Friendly x 3
  5.  
    aspenedelen

    aspenedelen Premium VIP

    Joined:
    Mar 21, 2006
    Messages:
    5,229
    Likes Received:
    868
    Trophy Points:
    113
    Occupation:
    Owner
    Ratings:
    +1,798 / 9 / -0
    Real Name:
    Anthony Edelen
    Business Location:
    United States
    every now and then I come across someone who is rude or complaining of a job not done to their expectations. I always make sure I do whatever possible to appease the customer. If that means recleaning then recleaning again then I do it. I want to make sure they have no rhyme or reason to bad mouth me or my hard earned business.

    Shane had a awesome point and that is to kill them with kindness. What a lot of rude customers are looking to keep pushing your buttons until you crack and walk out kicking and screaming. I make sure that when I finally done I have done everything in my best interest to reslove the situation. One bad customer will tell 20 of their friends of the bad experience but one happy client will only tell eight or something like that of their friends or the fantastic experience they had.

    If it costs me a little money to make them happy than so be it. Being in a very small town ppl talk very fast. I can not and will not let a bad experience ruin my good name that my 45 year old company has built.
  6.  
    Certified Carpet

    Certified Carpet Active Member

    Joined:
    Oct 7, 2008
    Messages:
    872
    Likes Received:
    154
    Trophy Points:
    43
    Gender:
    Male
    Occupation:
    Owner
    Location:
    Colorado
    Ratings:
    +338 / 0 / -0
    Real Name:
    Michael
    Business Location:
    United States
    Kill them with kindness! Besides that my wife answers the phone.
  7.  
    Ob1kanobee

    Ob1kanobee Member

    Joined:
    Dec 19, 2010
    Messages:
    293
    Likes Received:
    1
    Trophy Points:
    16
    Location:
    FL
    Ratings:
    +48 / 0 / -0
    Real Name:
    John Smith
    Business Location:
    United States
    Kill them with kindness, that is the holy grail right there. If you can learn how to master that you will be much better off. Remember, you can catch more bees with honey than you can vinegar.

    There has been a few times I have deviated from this rule but it is with customers who are either works in progress where you have to gain back control or ongoing customer service but never rude or disrespectful.
  8.  
    Canada-Eh

    Canada-Eh Well-Known Member

    Joined:
    Jul 14, 2008
    Messages:
    3,108
    Likes Received:
    43
    Trophy Points:
    48
    Occupation:
    Trainer, CCT, WRT
    Location:
    Ontario
    Ratings:
    +483 / 2 / -0
    Real Name:
    Kenzo Miyagi
    Business Location:
    Canada
    Unhappy is one thing. Disrespect? no way. they need to be told right away to their face that they need to learn some manners but you see, I dont deal with people inside their homes I deal with carpet cleaners and contract cleaners usually in my own place of business so I would have no problem telling them to take a hike.

    Its only happened about 3 or 4 times in the last 10 years.
  9.  
    Ob1kanobee

    Ob1kanobee Member

    Joined:
    Dec 19, 2010
    Messages:
    293
    Likes Received:
    1
    Trophy Points:
    16
    Location:
    FL
    Ratings:
    +48 / 0 / -0
    Real Name:
    John Smith
    Business Location:
    United States
    I ran one company some years back and one of my supervisors was a real tough guy, real good boxer in the military. Well he told one of our crews in a not so nice way one day to take a hike and the guy beat him silly with a baseball bat. He got beat up before because he would fight just about anybody but I think after that he minded his tongue. Some people in the states don't screw around, you have to be careful or else you might get smoked.
  10.  
    Gnu

    Gnu Active Member

    Joined:
    Nov 16, 2009
    Messages:
    1,689
    Likes Received:
    8
    Trophy Points:
    38
    Occupation:
    Clam Taster
    Location:
    Onion Sniffing Country
    Ratings:
    +212 / 0 / -0
    Real Name:
    Ka Nacka Chu
    Business Location:
    United States
    I can handle whatever anyone says or shouts at me... My woman's meaner and nastier and more ill tempered than any other customer can ever be, and nothing can beat that!
  11.  
    dmreed4311

    dmreed4311 Well-Known Member

    Joined:
    May 3, 2010
    Messages:
    4,389
    Likes Received:
    1,124
    Trophy Points:
    113
    Gender:
    Male
    Occupation:
    Carpet cleaner
    Location:
    Fl
    Ratings:
    +3,436 / 11 / -0
    Real Name:
    David Reed
    Business Location:
    United States
    I never fire back. I will take a little abuse but if it gets bad I pack up and leave. dont want to get done with the job and have trouble collecting the money.
  12.  
    shane deubell

    shane deubell Premium VIP

    Joined:
    May 8, 2006
    Messages:
    15,470
    Likes Received:
    2,038
    Trophy Points:
    113
    Gender:
    Male
    Ratings:
    +8,124 / 50 / -5
    Real Name:
    .....
    Business Location:
    United States
    Laugh and walk away, whatever

    like the barber says, next
  13.  
    mclyburn1

    mclyburn1 Member

    Joined:
    May 9, 2010
    Messages:
    547
    Likes Received:
    4
    Trophy Points:
    18
    Gender:
    Male
    Occupation:
    customer service.
    Location:
    North Carolina
    Ratings:
    +73 / 1 / -0
    Real Name:
    Marlon Clyburn
    Business Location:
    United States
    Never take it personal, it just business. I work for a law firm and believe me I have took on the nastiest people you ever want to meet. Nothing is ever thier fault. In the end it comes down to do you want to be right or do you want to be paid.
  14.  
    Harry Mullett

    Harry Mullett Premium VIP

    Joined:
    Dec 29, 2009
    Messages:
    2,281
    Likes Received:
    434
    Trophy Points:
    83
    Location:
    Idaho
    Ratings:
    +1,734 / 13 / -4
    Real Name:
    John Bunn
    Business Location:
    United States
    Everyone is making some good points. I have found that if they are a difficult customer I don't worry about them telling their friends good or bad about me because most of their friends are just like them, difficult!

    I would really be interested to hear how many challenging customers that really received exceptional service became cheerleaders and helped build a better business. Or even continued using your service without being difficult, it is just some people's personality.
  15.  
    Deron06

    Deron06 Deron Premium VIP

    Joined:
    Sep 25, 2010
    Messages:
    7,945
    Likes Received:
    1,472
    Trophy Points:
    113
    Ratings:
    +5,716 / 59 / -0
    Real Name:
    Deron Najarian
    Business Location:
    United States
    You cannot back down from scoundrels of that sort or they will push further and further. I have no tolerance for mental cases and "more kindness" will more often than not, provide them encouragement and lead to more abuse. Some of you can subject yourself to that sort of thing just for money. My dignity means more to me than money. I would rather my company have a reputation for quality and respect than to be just another kiss a$$ groping for a buck.

    In two words, how do I deal with them?? Pile Driver! haha
    • Friendly Friendly x 1
  16.  
    Havi

    Havi New Member

    Joined:
    Sep 11, 2010
    Messages:
    77
    Likes Received:
    1
    Trophy Points:
    0
    Location:
    Florida
    Ratings:
    +7 / 0 / -0
    Real Name:
    Javier Guerrero
    Business Location:
    United States
    Deron do you get piledrive'd often ? just kidding a little
  17.  
    locko-fabara

    locko-fabara TMF Portable & VCT Specialist

    Joined:
    Jul 14, 2008
    Messages:
    4,324
    Likes Received:
    170
    Trophy Points:
    63
    Occupation:
    owner
    Location:
    Norwalk
    Ratings:
    +757 / 4 / -0
    Real Name:
    Jaime Fabara
    For me it depends about the my mood and the person who is arguing, I try to be normal, no extremely nice, I just try to outsmart them, if they are not happy i don;t charge, if they start any bs, i just walk away. But I thank God I am getting smarter, before I was different. but still sometimes i don't know how i will react, and i do not even feel when i am going to explode, and it is not worth it,when i notice i am screwing, I screw even bigger, and then it is hard for me to get it over, i regret it for a week, that is why i just walk away.
  18.  
    mike2633

    mike2633 Member

    Joined:
    Jan 30, 2010
    Messages:
    208
    Likes Received:
    9
    Trophy Points:
    18
    Location:
    Somewhere In Ohio
    Ratings:
    +47 / 0 / -0
    Real Name:
    Michael Jaracz
    Business Location:
    United States
    Here is the real thing. If someone is nasty or disrespectful that generally means they don't want to pay either. I am not doing this for my health. The exact minute I know there not going to pay or there going to try and weasel there way out of paying it's over were packing up and leaving I can be real nice until the minute you decide you're not going to pay. At that point that particular customer has zero value to me and any of there referrals would be difficult to so I won't sweat it.
  19.  
    mike2633

    mike2633 Member

    Joined:
    Jan 30, 2010
    Messages:
    208
    Likes Received:
    9
    Trophy Points:
    18
    Location:
    Somewhere In Ohio
    Ratings:
    +47 / 0 / -0
    Real Name:
    Michael Jaracz
    Business Location:
    United States
    My dignity means more to me than money. I would rather my company have a reputation for quality and respect than to be just another kiss a$$ groping for a buck.

    BINGO exactly right!
  20.  
    shane deubell

    shane deubell Premium VIP

    Joined:
    May 8, 2006
    Messages:
    15,470
    Likes Received:
    2,038
    Trophy Points:
    113
    Gender:
    Male
    Ratings:
    +8,124 / 50 / -5
    Real Name:
    .....
    Business Location:
    United States
    Baseball Bat always works
    IMHO

Share This Page

Users found this page by searching for:

  1. dealing with disrespectful customers

    ,
  2. Cleaning business - how to deal with rude customers