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

Welcome to our Community
Wanting to join the rest of our members? Feel free to sign up today.
Sign up
Sep 25, 2008
1,122
93
48
www.uscarpetcare.us
Real Name
Pat Carroll
Business Location
United States
#1
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.
 

aspenedelen

Moderator
Premium VIP
Mar 21, 2006
5,359
972
113
www.louiescarpetcleaning.com
Real Name
Anthony Edelen
Business Location
United States
#5
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.
 
Dec 19, 2010
293
1
16
FL
Real Name
John Smith
Business Location
United States
#7
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.
 

Canada-Eh

Premium VIP
Jul 14, 2008
3,138
59
48
53
Ontario
coswaysupply.com
Real Name
Kenny Cosway
Business Location
Canada
#8
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.
 
Dec 19, 2010
293
1
16
FL
Real Name
John Smith
Business Location
United States
#9
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.
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.
 

Gnu

Active Member
Nov 16, 2009
1,725
10
38
Onion Sniffing Country
bingclean.com
Real Name
Ka Nacka Chu
Business Location
United States
#10
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!
 

dmreed4311

Premium VIP
May 3, 2010
6,722
2,692
113
Fl
Real Name
David Reed
Business Location
United States
#11
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.
 
May 9, 2010
547
4
18
North Carolina
Real Name
Marlon Clyburn
Business Location
United States
#13
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.
 
Dec 29, 2009
4,059
1,281
113
Idaho
Real Name
John Bunn
Business Location
United States
#14
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.
 

Deron06

Deron
Premium VIP
Sep 25, 2010
10,923
3,018
113
Real Name
Deron Najarian
Business Location
United States
#15
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
 

Havi

New Member
Sep 11, 2010
77
1
0
Florida
Real Name
Javier Guerrero
Business Location
United States
#16
Deron do you get piledrive'd often ? just kidding a little
 

locko-fabara

TMF Portable & VCT Specialist
Jul 14, 2008
4,880
274
83
41
Norwalk
www.x-cleaning-services.com
Real Name
Jaime Fabara
#17
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.
 
Jan 30, 2010
222
11
18
Somewhere In Ohio
Real Name
Michael Jaracz
Business Location
United States
#18
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.
 
Jan 30, 2010
222
11
18
Somewhere In Ohio
Real Name
Michael Jaracz
Business Location
United States
#19
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!