Mastering the Art of Dealing with Difficult Customers [RR 839]

Recorded Live at Vision 2023, Bill Haas and Sara Fraser discuss strategies for dealing with difficult customers in the automotive industry. They provide tips on identifying warning signs, asking questions, and differentiating between difficult and upset customers. They also emphasize the importance of providing excellent customer service, building trust, and owning up to mistakes. Bonus at the end: a humorous anecdote about the purpose of buttons on a gentleman's sport coat sleeve. <p style="line-height: 16.5pt">Bill Haas, <a href="https://www.haasperformanceconsulting.com/" target="_blank" rel="noopener">Haas Performance Consulting,</a> Bill’s previous episodes <a href="https://remarkableresults.biz/?s=%22haas%22" target="_blank" rel="noopener">HERE</a>.</p> Sara Fraser, <a href="https://www.haasperformanceconsulting.com/" target="_blank" rel="noopener">Haas Performance Consulting</a>, Sara’s previous episodes <a href="https://remarkableresults.biz/?s=Sara+Fraser" target="_blank" rel="noopener">HERE</a>. Show Notes <ul> <li>Difficult customers [00:02:04] The different types of difficult customers, how they affect the business, and how to identify warning signs.</li> <li>Strategies for dealing with difficult customers [00:03:21] Including not taking it personally, avoiding defensiveness, and providing opportunities for customers to tell their story.</li> <li>Differentiating between difficult and upset customers [00:05:54]</li> <li>Empowering Employees [00:07:11] Discussion on the importance of empowering employees to handle difficult customers</li> <li>Coaching Difficult Customers [00:08:49] The benefits of listening to recorded calls to coach employees on how to handle difficult customers, and the importance of asking the right questions to understand their concerns.</li> <li>Dealing with Demanding Customers [00:09:23]</li> <li>Control and Frustration [00:13:40] Discussion on how difficult customers often want to be in control of the situation and how frustration can lead to difficult