How to Deal With Difficult Customers In Retail?

Having a retail store is both exhilarating and exhausting for the owner. At times this means dealing with difficult customers. Often, the anger expressed at the store or team is related to some external event and simply trigger by the problem in the store.

Below are some tips to help navigate you through dealing with difficult customers.

1. Remember to let your customers communicate how they feel.

People have the need to be “heard” or “vent” and this is often all they need to make things better. After they are finished venting, apologize for their unhappiness in your store – even if you do not feel they have been let down in anyway. It’s simply showing you support them in their role as a customer and value their business.

2. Really listen to your customers and what do they need to correct the problem. 

Even if it is not the way you normally handle things, try and deliver a response that shows you respect the customers opinion. If they are challenging your return policy, for example, you can state why it’s in place and that it had to be enforced. Often the explanation alone can help customers see your position in difficult customer scenarios.

3. Fix the problem at hand. 

Whatever the problem is, find a solution. This may mean breaking your own rules every now and again. As a store owner, you should have boundaries to help keep your business afloat and likewise, as a business owner you should be able to break rules when you feel you need to – or want to.  Use your best judgment!  Whatever you do, find a solution to resolve the problem and ideally, leave the customer feeling satisfied that they have experienced valued customer service.

In business problems will occur, people will complain and life will go on. A successful business means learning lessons from difficult customers. One day you may want to thank them!

For great retail locations available for lease contact Sharp Realty or follow us on Facebook or Twitter.

Sharp Realty

400 Union Hill Drive, Suite 300 Birmingham, Al 35209

205-879-1995

www.SharpRealty.com

Thinking about opening a Retail Store?

Many people have a passion and their dream is to open a small business or franchise. Here are a few things to consider.

What type of Store?
Passion, determination and love of the store are key ingredients because you will spend a lot of hours in the store.

What kind of retailer?
Retail consists of the sale of physical goods or merchandise from a fixed location, such as a department store, boutique or kiosk, or by mall, in small or individual lots for direct consumption by the purchaser. Retailing may include subordinated services, such as delivery.

Where will it be located?

Location is the most important ingredient for any business that relies on customers. It is also one of the most difficult to plan for completely. Many turn to a Real Estate professional to help guide them because they typically know the business area and what is available.  

How big of a store do you need?
Answering the above questions first will help determine the size. Also, working with the complex’s manager before signing a lease to determine what best suits your needs.

How important is an anchor store to drive foot traffic?
When you are looking for the right complex for your store notice what type of anchor stores are in the complex to draw foot traffic to the shopping complex.

Free consultations are available at Sharp Realty to help you find the BEST location to fulfill your dream.

Phone: 205-879-1995 * www.SharpRealty.com