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Thread: How to deal with stubborn customers?

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    michaelatylor is offline Banned
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    Default How to deal with stubborn customers?

    How to deal with difficult or stubborn customers or clients? What are the tricks to politely deal with such people and make yourself heard? I have come across such situations many a times, each time I pray that I never encounter that person again. But all that is invain. What do you people do? Any suggestion?
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    Bill&Diane is offline Senior Member
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    Default Re: How to deal with stubborn customers?

    Quote Originally Posted by michaelatylor View Post
    How to deal with difficult or stubborn customers or clients? What are the tricks to politely deal with such people and make yourself heard? I have come across such situations many a times, each time I pray that I never encounter that person again. But all that is invain. What do you people do? Any suggestion?
    For me if they are flat out rude or abusive repeatedly for no reason then it is perfectly fine to say some thing in a professional way. I haven't really encountered this to the point of having to do so in SS, but I have been in customer service all my working life so... iy yi yi have I had some doosies! LOL.
    "Do you feel I did some thing to you that I am unaware of?" This little sentence gives them an opportunity to say so or hold their peace and for you to call them out on their behavior while making them understand that you are well aware of it and it has not gone unnoticed nor is appreciated. They usually will say "OH NO YOU DID NOTHING." and adjust their attitudes.

    It really depends on the situation. Some people are simply miserable and we just have to deal with them a few minutes a month. It seems easier to get beyond it if I think in my head "Thanks for the $ see you next month for more."

    If this is about new tenants moving in well I have found it best to be nicer than they are being rude etc. "I know having to move things can be hard I've been there, we will do every thing we can to make this part of it as stress free and easy for you as possible" can go a long way. After all this very well may be the case, right or wrong.

    For me this would go case by case and what it is they may be upset about. Trying to fix it as long as they are not asking for me to steal from the company, this includes lower rent etc. is usually best. If you truly feel abused by them for no reason and feel their rent is not worth it then a non renewal of lease letter can always be sent, we do rent month to month after all.
    ~ Di ~
    Last edited by Bill&Diane; 27th September 2012 at 09:20 AM.
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    Bill & Diane
    Self Storage IS WHAT WE LOVE

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    FHARumRunner is offline Senior Member
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    Default Re: How to deal with stubborn customers?

    Have always tried to be polite and friendly with everyone I encounter but have never had a problem being just as rude and abusive as they are to me. Everyone that knows me will tell you I'm the easiest person in the world to do business with but I will not tolerate bad manners or condesending personalities, period.....If a customer violates what few rules I have here or consistantly pays late and then complains about late fees I will gladly refer them down the street and rent to someone else. Life is to short to live in misery.
    The End Is Near!

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    Bill&Diane's Avatar
    Bill&Diane is offline Senior Member
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    Default Re: How to deal with stubborn customers?

    Quote Originally Posted by FHARumRunner View Post
    Have always tried to be polite and friendly with everyone I encounter but have never had a problem being just as rude and abusive as they are to me. Everyone that knows me will tell you I'm the easiest person in the world to do business with but I will not tolerate bad manners or condesending personalities, period.....If a customer violates what few rules I have here or consistantly pays late and then complains about late fees I will gladly refer them down the street and rent to someone else. Life is to short to live in misery.
    ANY business dealing with customers is going to entail taking SOME, REMEMBER I SAID SOME crapola off them lol. It's the nature of the beast and the odds go up with the more people we deal with.
    For me a huge part has always been choosing on HOW I will deal with it, how much of certain things I am willing to take, and things I won't take at all..etc.
    There are pleanty of professional ways to turn it on them.
    As far as people being late? OH THAT'S A GIVEN IN this business LOL. I see it as having 2 ways to look at it.
    #1 get upset, keep looking at that list , keeping boiling that here we GO MR. SMITH, JONES ETC. IS LATE AGAIN! OR
    #2 THANKS FOR THE EXTRA $

    I find the latter much better for my personal sanity and frankly for the company. We have created an entirely new income for our owner on late fees alone.
    They complain? "Sorry the computer program was updated and no longer ALLOWS fees to be waived." Said with an empathetic smile of course. :D
    PERIOD. CUSTOMERS ONLY KNOW WHAT MANAGERS TELL THEM AS FAR AS WHAT THEY CAN AND CAN'T DO.
    ~ Di ~
    Bill & Diane
    Self Storage IS WHAT WE LOVE

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    BroadwayStorage is online now Senior Member
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    Default Re: How to deal with stubborn customers?

    I am always polite and try to treat them with courtesy, dignity and respect.
    I had one guy in the last 6 months who got in my face about not being caught up on payments, and I let him know really quickly that I wouldn't tolerate his aggresiveness towards me. I just told him, we are having a conversation, Im not yelling at you (yet) and I expect you to talk to me in a civil manner. If you do not, you need to leave the yard right now, and luckily he was overlocked so he couldn't get to his truck.
    I showed him his statement, and where we had not received a payment from him.

    I am very calm, and as long as people will work with us, I can make things happen, but when they don't and refuse to listen it gets really hard to be Mr. nice guy. I got enough stress in my life, some deadbeat who can't pay his storage fee isn't worth my stress, don't pay me I don't care, I'll just sell your stuff! lol.

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    Bill&Diane is offline Senior Member
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    Default Re: How to deal with stubborn customers?

    I am very calm, and as long as people will work with us, I can make things happen, but when they don't and refuse to listen it gets really hard to be Mr. nice guy. I got enough stress in my life, some deadbeat who can't pay his storage fee isn't worth my stress, don't pay me I don't care, I'll just sell your stuff! lol.
    THERE YA GO LOL!
    TRUST ME when I tell you I know about customer abuse etc. I waitressed for 25 yrs. in NEW JERSEY LOL LOL
    I had to eat A LOT OF CROW. I also had A COUPLE of times where enough was enough.
    How about a guy playing big wig in front of a table of 12, mind you I had other huge tables also, running me into the ground, talking and treating me a like an insubordinate child etc. when I was jumping through hoops for this "Business Man".
    After 4 HOURS of his treatment AND my table tied up I Watch him play the final BIG WIG move to pay the check and won't LET any one else see it or put in for tips after much ado with them trying to do so.
    4 Hours and a $367.76 check later, YUP I REMEMBER THE AMOUNT TO THIS DAY LOL He leaves me $2.47!
    The owners watch me run past them into the parking lot. The guy comes back in SCREAMING HIS BRAINS out that he wanted me fired.
    I looked at the owner who was totally confused as I had worked for for 11 yrs. with out a hitch and said "I didn't want to bear the responsibility of him doing with out, It was the MORAL things to return his $2.47 to him."
    So trust me I am NOT Gandhi LOL. I simply decided a long time ago "NO ONE GETS TO LIVE IN MY HEAD RENT FREE!"
    ~Di ~
    Bill & Diane
    Self Storage IS WHAT WE LOVE

  7. #7
    A-team is offline Senior Member
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    Default Re: How to deal with stubborn customers?

    If a tenant is not happy with having to follow our rules, I simply say that "its obvious that you are not happy here. Please fill out this vacate notice and you can go to a facility where you will be happy".

  8. #8
    Gina6k's Avatar
    Gina6k is offline Moderator
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    Default Re: How to deal with stubborn customers?

    A-Team, it helps to have a coupon available for a competitor in hand too.
    astro likes this.
    Gina 6k
    CochraneStorage dot com
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    You only live once, but if you do it right, once is enough!
    I am not an attorney, just an experienced manager who is willing to share what I have learned. Your thoughts, practices or opinions may vary and neither of us may be right.

 

 
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