Small Business Tax Center
Small Business Ideas, Grants &
Plans to Start & Run a Business:

Small Business Grants
CyberSchmooz
Network in Cyberschmooz Community Ask Questions Questions and Answers Share Tips Small Business Ideas List Your Business Business Advice from Idea Cafe Experts Coffee Talk with Experts Starting A Business Business Plan Biz Planning | Sample Plans Small Business Ideas Idea Name Your Biz Name Plan Your Biz Plan Financing $ Starting a Business Do It! Running your Business Marketing Tips Promotional Merchandise Marketing Tips Marketing | Sales | Customers Human Resources HR | Employees | Contractors Legal Forms & Tax Information Legal | Biz Forms Managing a Business Managing | Operations
Financing Resources Financing Your Business E Commerce & Webhosting eCommerce Take Out Info Trade Publications FREE Trade Publications Business Books Biz Books Your Own Business Small Business News Small Biz News Gen X Biz Gen X Biz Work at Home Work @ Home Business Information The Fridge - Biz Info on Ice Destress Send Awards Send Awards & Greetings Yoga At Your Desk Yoga @ Your Desk Fun Guide Guide to Find FUN Online About Idea Cafe Press Idea Cafe has received Idea Cafe in the News Idea Cafe's Kudos Kudos for Idea Cafe Advertise on Idea Cafe Advertise on Idea Cafe Privacy Policy Privacy Policy Contact Idea Cafe Contact Idea Cafe Link to Idea Cafe Link to/from Idea Cafe Join Idea Cafe
Search Idea Cafe Site Directory Site Map Online directory to business resources Biz Web Guide



Expert Answers to Biz Questions

Listen in! Pick up some expert advice to a reader's question that we selected from CyberSchmooz.

color business bar

The Biz Question

I market financial automobile contracts between used car dealerships and several finance companies. Business has been good and I can't complain about the income. By nature, my customers (dealership personnel) are very pushy about having their customer loan applications approved and when they are not, they will hound you for days. I am finding that my temper with these dealers (my customers) sometimes gets to the breaking point.

I am looking for some wisdom to help me cope with them.

Thanks

Answer from our Guest Expert Donna Hall of The Right Answer, Customer Service Consultants

Finding it hard to keep your cool, eh? Well, that's a hard thing to do, even for the best of us. So, don't beat yourself up too much! Maybe we can whip up some advice and tips here to put a smile back on your face.

As a person with more than 20 years of customer service experience, I've seen a lion's share of hard-to-handle customers....and I've often felt angry with their persistence, attitude, and choice of words. But, to be a true service pro, rule number one is to stay calm...no matter what!

It Takes Two to Tango -- So Don't Tango

Even if the other person is raving and irritating, customer concerns are much more manageable when you keep a cool and level head. Don't do the angry dance too! You'll just end up saying something you'll regret. Remember, these customers are your bread and butter and we all know the saying, "Don't bite the hand that feeds you!"

But seriously, when you feel that you're getting to the breaking point, count to ten and take a deep breath. Let some oxygen get to your brain and reduce your heart rate by breathing in and out slowly and evenly. (You can do this while the other person is talking nonstop or ranting. They won't know a thing!)

Act Like a Friend Would

Think about the customer as a friend with a problem and try to solve it for them in an even, concerned voice. Address their questions directly with honesty and patience. Try to empathize too. This will throw them off a little, expecting you to defend yourself or actions. But use your judgment. Most unhappy customers need someone to listen, to problem solve, to talk to. And you're it. You can calm them down with this ploy and then find some even ground for some productive dialogue.

Be Prepared with Some Good Responses

For those customers who you know are a bit impatient, try to have some prepared responses -- lines to soothe them when they call you making unrealistic demands on you and/or your time. It is possible to get these anxious individuals on your side. Most people realize when they are being a bit rambunctious, let them air their frustrations, and then come in to smooth those ruffled feathers.

Get the Picture

Do you have any children or grandchildren or a dear loved one whose photos grace your work desk? Sometimes, when I'm feeling like losing my temper or getting exasperated with a customer, I'll look at a photo of my twin sons, and I'm softer, gentler. Is there a picture of a favorite place? Surround yourself with photos of people and places you love. Look at them to regain composure and calm. There's always a "bigger picture" to any debate, problem, or bad attitude.

Words to Live By

Likewise, what about inspirational verses, poems, or quotes? Have some of them pasted on or around your desk to remind you of the finer aspects to life, love, and work. Maybe these will help you keep your cool when the heat gets turned up.

The bottomline is to remain professional at all times.

You'll get more bees with honey and you'll feel less stress at the end of the day. As an added bonus, customers will be singing your praises and admiring how effective you are when under pressure.

Good luck! And Stay Cool!

Donna Hall

The Right Answer - Customer Finessing Experts

Have a biz question of your own? Go post it in CyberSchmooz

Meet the Experts

Google      

Small Business Tax CenterIdea Cafe HomeSign UpBiz Grant CenterCyberSchmoozCoffee Talk with ExpertsPeople in Biz ProfilesStarting Your BizBiz PlanningRunning Your BizFREE Trade PublicationsMarketingFinancing Your BizHuman ResourcesLegal & Biz FormsManaging Your BizeCommerceYou and Your BizGen XWork@HomeThe FridgeDe-StressSend an AwardSend an eGreetingYoga @ Your DeskWeb GuideIdea Cafe in the NewsAbout Idea CafeAdvertise on Idea CafeContact UsPrivacy PolicySite MapSmall Biz News

Copyright 1995-2024, Idea Cafe Inc. Downloads are for personal use only, not for resale to others, and may not be reprinted in any form without written permission from Idea Cafe Inc.

DISCLAIMER: We hope whatever you find on this site is helpful, but be cautioned that it may not apply to your own situation, or be totally current at any given time. Idea Cafe Inc. and all of its current and past experts, sponsors, advertisers, agents, contractors and advisors disclaim all warranties with regard to anything found anywhere on this family of websites, quoted from, or sent from Idea Cafe. and its related sites, publications and companies. We also take no responsibility for comments published by others on these pages.

TRADEMARKS: The following are Registered Trademarks or Servicemarks of DevStart, Inc.: Idea Cafe®, Online Coffee Break®, The Small Business Gathering Place®, Take out Info®, Biz Bar & Grill®, Complaint-O-Meter®, A Fun Approach to Serious Business™, CyberSchmooz™, and BizCafe™.