Dealing with an upset customer can be a stressful experience for everyone involved. Read our article for some tips on how you can diffuse the situation and do your best to make sure the customer leaves happy.

As a small business owner, you’re bound to run into a customer that’s unhappy with your services at some point. While this isn’t necessarily your fault, it’s a good idea to do everything you can to alleviate the situation and turn them from a critic into a fan. In this blog post, we’ll be taking a look at some strategies to help you stay calm and handle the situation when you’re dealing with upset customers.

Related Read: 3 Decision Making Strategies for Small Business Owners

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Don’t Take It Personally

Dealing with angry customers can be an intimidating and nerve-wracking experience. It’s important to remember that the customer is more angry with the situation they’re in than with you personally. Using that awareness to give yourself distance from their emotion can help manage your feelings in the interaction. Listen carefully and don’t be defensive when responding so you can really understand why the customer is feeling frustrated and act accordingly to help ease their concerns. It can sometimes be appropriate to offer them a discount as an apology to help make them more comfortable and possibly solve their problem. In the end, keeping your cool will go a long way toward resolving their issues and maintaining a positive relationship between you and that customer.

Stay Calm and Collected

When dealing with angry customers as a small business owner, it is important to remain calm and collected no matter how difficult the situation may be. This is not always easy, but it can make all the difference in turning an unpleasant experience into a successful resolution. Losing your cool and becoming defensive or argumentative will only make matters worse and also show potential customers that you don’t handle customer service complaints well. If tempers flare, do your best to take a breather and come back to the conversation refreshed. Showing that you have composed yourself despite an emotionally charged interaction helps restore faith in your company and shows you are truly invested in making sure every customer receives top-notch customer service.

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Actively Listen to What the Customer Has to Say

One of the most important things to remember when dealing with an angry customer is that they simply want to be heard. As a small business owner, it’s essential to pay attention to the words and feelings the customer is expressing — no matter how demanding these customers may act. It’s key to not become defensive, but instead to stay open-minded and listen carefully in order to understand their issue fully. In addition, try actively engaging throughout the conversation to your attentiveness. Being present in the conversation can demonstrate friendliness and respect. This strategy of attentive listening before taking necessary action will not only help improve the customer’s experience but can also go a long way in achieving greater customer satisfaction.

Apologize for Any Inconvenience Caused

As a small business owner, it’s natural to feel defensive when an angry customer comes your way. But it’s important to remember that even if you don’t think you did anything wrong, apologizing is still a powerful tool that doesn’t cost you anything to use. If you apologize for any inconvenience they may have experienced and let them know that you take their issue seriously, customers are likely to feel better and more inclined to work with you on a resolution. Plus, offering a sincere apology can show the customer how much you value them as part of your business. In the end, this strategy can help foster understanding and make everyone happier in the long run.

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Remain Sincere

Dealing with angry customers can be a challenging experience, but it’s crucial to approach the situation with sincerity and empathy. When customers are upset, they want to feel heard and validated, so it’s essential to listen to their concerns and acknowledge their feelings. Responding to them with insincerity, dismissiveness, or defensiveness can only make things worse and escalate the situation. Instead, show your customers that you genuinely care about their issue and are committed to finding a resolution. Remember, customers who feel heard and understood are more likely to remain loyal to your business in the long run.

Offer a Solution

As a small business owner, handling angry customers can be one of the most draining aspects of your job. While it’s not always possible to make every customer happy, there are certain steps you can take to help alleviate any anger they may have and turn things around. Trying to offer a solution like a refund, an exchange, or some other form of reparative action is usually the best approach if possible. In many cases this will end up being what the customer really wants and needs in order to feel satisfied again. Of course, no two situations are the same so you will need to assess each situation individually and tailor your solution accordingly. Good communication is key in these moments and by offering a thoughtful response you’re much more likely to be able to turn an unpleasant encounter into one that leaves both parties feeling happy with the outcome.

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Follow Up After the Situation Has Been Resolved

When it comes to dealing with angry customers, following up after a situation has been resolved is an important part of maintaining good relationships. Taking the time to check in with your customer to ensure they are satisfied can go a long way in showing that you value their business and care about their experience. Additionally, it gives the customer an opportunity to raise any further questions or concerns they might have in order to make sure that everything is rectified and the matter is closed.

Make Sure You Have the Proper Insurance in Place

Handling difficult customers can be a stressful and challenging experience, but having the proper insurance coverage can provide you with a safety net in case someone decides to take legal action. It’s essential to have liability insurance that covers claims related to property damage, bodily injury, or defamation. If a customer decides to sue you for any reason, having insurance can help protect your business and personal assets from costly legal fees and damages. Without adequate insurance coverage, you could be exposed to significant financial risk and potential bankruptcy. Therefore, it’s crucial to consider the different types of insurance policies available and choose the one that best suits your business or individual needs.

Related Read: What to Look For in a Business Insurance Policy

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