How to Deal with Difficult Customers in Your Business

Justin Camper • February 7, 2023

Hey Business Owner! 


I see you are still in the fight to make your business dream come a reality! Our goal at our firm is to take care of the legal side so your business dreams can stay alive! Dealing with difficult customers can be a challenging and stressful experience for any business. However, there are several legal strategies you can use to effectively handle these situations and mitigate potential damage to your reputation.


Legal Tip 1# Remain calm and professional.


It can be easy to become defensive or upset when dealing with a difficult customer, but it's important to maintain a calm and professional demeanor. This will help to deescalate the situation and prevent it from escalating further. I have often seen with my clients when they were correct on legal grounds, but the way they handled the situation caused other legal issues. This is the most important advice, but it sets the groundwork for your lawyer to advocate strongly on your behalf if the issue goes to court. 


Legal Tip 2# Listen actively and document the process.


Allow the customer to express their concerns and frustrations fully. This will show that you are taking their complaints seriously and that you want to understand their perspective. After you listen carefully, you need to document the complaint and how your company responded. You can do this several ways such as email or written policies and procedures for you and your client to sign. This is another layer to setting a good foundation for your business and help you win in court if there happens to be a legal battle.


Legal Tip 3# Contact your lawyer for advice.


You should have a working relationship with a lawyer who is on your team. Your lawyer should be able to advise you of the legal ramifications regarding your customer issues. Your lawyer can also help draft up any necessary legal documents needed to resolve issues within your client. Lastly, your client can communicate on your behalf when necessary to deal with diffucult customers if your customer is represented by legal counsel as well. If you have a persist issue with a difficult customers, make sure you contact your legal counsel. 


It's important to remember that even the most difficult customer is an opportunity to demonstrate your company's commitment to customer service and to turn a negative experience into a positive one. Don’t be afraid to apologize and take responsibility. If the customer has a legitimate complaint, apologize for any inconvenience or dissatisfaction they may have experienced. Take responsibility for the situation, and let the customer know that you are committed to finding a resolution. Offer a solution that addresses the customer's concerns and  their needs. Lastly, after the situation has been resolved, follow up with the customer to ensure that they are satisfied with the outcome.


If you are in need of legal counsel for your business and would like to go over more strategies on how to deal with difficult customers, please don’t hesitate to contact my office!

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