[Solved] How do you handle problem customers?

In one of your posts, Mike you said she didn't want all her money back.
That tells me she is guilty of screwing up her computer again otherwise she would want all her money back.
In time experience will prevail and you will sense when a potential customer is likely to be trouble just by talking to them on the phone.

 

Yes but what if after telling someone you're booked up that person gets a friend to call?

 

That's very likely but I had offered for her to return the unit to me to fix any problems which may have occured after the cleaning and she agreed but never did, this baffles me why she never did that?

 

That's her problem, not yours. You offered.

 

That is what I always do and everything here in the open in a public forum Mara is certainly as much your business as it is ours!

 

Very true Dougie, that says it all!

 

I just tell them everything is gonna be ok. I smile and do my job. Usually they stand aside with a bewildered look like "really?". Yep. Really.

 

I must say I have had encounters with problem customers as we all have in this business. Occasionally you run into the one that is looking to be offended so that they can counter with what they think is knowledge. In that case I have a ready set of excuses to get them away from me like a very smart poster on the previous page said. Sometimes you meet that one ... the one that wants a fight or will be a problem no matter what you do. In that case "excuse me please I'm all booked up" or "I have a plane to catch tomorrow for a convention and I need to finalize my plans" works well. I typically don't get that anymore since the core of my customers are either high end gamer types, or 3D artists, or older people that are happy to have a working system with a good warranty backed by a good tech. I try to do a decent job of "scoping" out customers through conversation as mentioned above. I call it customer Recon.