4 Proven Ways to Manage Difficult Customer Expectations
We've all been there.
Customers can have unrealistic expectations or want things you cannot deliver on the spot. And sometimes, the conversation can become tough to manage.
But dealing with difficult customers is part of your job.
So, here are 4 practical strategies that will help you handle these situations like a pro:
1. Understand Their Success Metrics
Start by understanding the customer's specific concerns and expectations.
Ask them to define what they consider a successful outcome.
This will give you a practical target to work towards, rather than reacting to their complaints.
2. Confirm The Issue, Then Highlight Positives
Once you understand their pain points, you can work to address them.
So first, confirm their concerns.
Then highlight any positive outcomes they are already seeing.
Examples: improved conversions, productivity gains, increased adoption, etc.
Avoid just agreeing with them or escalating the issue on the spot.
This will only reinforce their negative perceptions.
Instead, position yourself as a partner working to find solutions.
3. Explain Mismatched Expectations
If their expectations are out of scope given the product's capabilities, explain why in detail.
Avoid dismissive language.
Instead, frame it as a mismatch between their needs and the current features.
Offer to provide feedback to your product team on their use case.
4. Document Everything
During the entire process, document and keep track of all your conversations.
As Bill Gates said in his book, "Your most unhappy customers are your greatest source of learning."
Approach these situations with patience, empathy, and a focus on finding solutions.
Always take a step back rather than getting on the defensive.
This will help you turn even the most challenging customer interactions into opportunities.
Dealing with Difficult Customers as a Customer Success Manager
Don’t take it personally.
Your customers might be upset due to factors outside your control and want to escalate to shift blame.
Remain professional at all times.
Find ways for the customer to continue getting value.
If things become tougher, discuss it with your manager and keep all the stakeholders informed about the situation so you can come up with a solution collectively.
And That’s It
I hope these tips will help you manage unrealistic customer expectations better.
Let me know if you have any questions.
What are some other strategies you use to manage difficult customer expectations?
Reply to this email for an opportunity to contribute to this edition with your name on it.
-Hakan.
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