Handling Rude Customers: Lessons from Real-World Experiences

Dealing with rude and disrespectful customers can be challenging, especially for business owners and managers. Learn from the experiences of a seasoned professional who has faced and resolved such situations effectively.

The Power of Calling Them Out

Have you ever encountered a rude customer? Do you remember what you did in that situation? Many have found that the most effective approach is to acknowledge the situation and address the customer directly. For example:

“Excuse me… Have I offended you in some way? I can sense anger and an attitude towards me.”

Addressing the customer's behavior can often turn it around and make them realize their mistake. This straightforward approach sends a clear message without escalating the situation.

Employee vs. Owner Mindset

As an employee, it's generally not recommended to tell off a rude customer. Such behavior could be detrimental to the company's reputation. However, as a manager or business owner, the decision is different. If the customer's behavior is consistently disrespectful to both employees and the business itself, strong action may be necessary.

One of the most memorable experiences came early in my career as a sales rep/manager. A former VIP air stewardess from Qantas who had left the airline industry and opened a pool shop was one of my most challenging customers. She was demanding, overbearing, and treated everyone with disdain. Her attitude was: either she was the supplier's servant, or it was payback time.

The Confrontation

One day, I walked into her shop and was pointed at by a finger with venom in her eyes and voice. She accused me of being to blame for a customer's issue caused by her poor advice. The customer had wisely asked me about cyanuric acid, which revealed her mistake. Here is how the situation unfolded:

The customer asked, “You told me to do exactly that, but you said to hang it over the side of the pool! The cyanuric acid has bleached his black marble pool!”

Realizing there was no point in further interaction with her, I decided to take decisive action. I contacted my boss and explained the situation. He supported my decision and gave me the permission to close her account.

I wrote a letter to her detailing my feelings and that the company would no longer deal with her. Much to my delight, other industry representatives praised me for my decision, and even her letter became a source of respect within the industry.

Philosophy and Approach

As a business owner, my philosophy is simple: If it’s good for my customer, it will be good for me. I want my customers to succeed, as their success is tied to mine. However, when customers cross the line, it's time to part ways.

Respect and professionalism are key. If a customer chooses to abuse their service repeatedly, the relationship must end. This ensures that other customers continue to receive the high-quality service they deserve.

Key Takeaways

Calling Them Out: Addressing rude behavior directly can often help turn the situation around. Owner vs. Employee: As a business owner, the decision to deal with difficult customers is significantly different from that of an employee. Consistent Professionalism: Maintain high standards of professionalism and customer service, even when dealing with challenging customers. Decision-Making: When a customer's behavior consistently harms the business, making the tough decision to terminate the relationship may be necessary.

Dealing with rude customers can be challenging, but understanding the right approach can turn a difficult situation into a positive one for your business.

Keywords: rude customers, customer management, business owner