Feisty!
I’ve dealt with a few interesting customers over the last several weeks.
After my teammate and I asked politely but firmly the 8th time for a document we needed less than a week before closing the family told me: “You just don’t want us to get into this house do you?”. The thing about my job is that I DON’T GET PAID if I don’t close their loan so I am hugely motivated to get them into the house that they are trying to buy!
Ironically once we received the document we quickly realized WHY they were so slow in getting it to us. It unfortunately confirmed what we had speculated all along and that was we sadly could not close their loan and get them into the house!
Another client kept calling at all hours of the night and day, badgering me as well as my teammate saying he didn’t understand why we needed the documents that we were requesting. Each time he called I calmly explained why we needed the documents we were asking for, yet he continued to get irate about it. Eventually he got us what we needed and also ended up apologizing to both of us for his attitude.
How do you handle feisty customers in your business?
Do you let them get to you and you end up telling them off?
Or do you listen with empathy and try and calm them down?
A Real Christian Businessman tries to empathize with their customers. We know that when it comes to making certain purchases (particularly a house!) folks sometime let emotions get in the way and loose their cool. We have to remain the calm ones in these situations and take the high road if things get a little heated.
“Get rid of all bitterness, rage and anger, brawling and slander, along with every form of malice. Be kind and compassionate to one another, forgiving each other, just as in Christ God forgave you.” Eph 4:31-32 (NIV)
Remember to be kind and have empathy for your customers and clients this week! It may seem like a rather simple thing to do but I think we can all use the reminder, as folks seem to be losing their cool more and more these days.