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how do you deal with a client who talks to you in an accusatory way?

Discussion in 'BlackHat Lounge' started by theseodude, Dec 21, 2012.

  1. theseodude

    theseodude Regular Member

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    Hello

    Today I had a former client call me. She was mad because she had hired my company (my company is just me) to do some work. She said the work was not done properly. I couldnt understand what the hell she was saying because she was talking so fast and her phone sucked, so I was telling her to send me an email with details, and the call got disconnected. Then she calls back, and she says "it seems that we got disconnected. is there a supervisor i could talk to? because i dont want to get disconnected again" I said "my supervisor is gone for christmas" then she starts talking about her problem again and i tell her to send an email. so 15 minutes later, she calls and says "did you get the email?" There was no email from her. So I said "no, maybe it takes some time" she took that accusatory tone again, saying "well, I sent it to myself and I already received it. there is no reason why you wouldnt have received it by now" - in a very accusatory and "implying" tone. call gets disconnected again. then her husband calls, bitching at me. i felt like the husband was a lot nicer, but he was being pressured by this bitch to act like an asshole.

    I hate it when people accuse me of something that i am not guilty of. I also hate it when people are not direct and when they "imply". the bitch wouldnt say "did you hang up on me?" she kept implying....I hate it when people are not direct. I would much prefer if she said "why did you hang up on me?" instead of implying through her words and her tone.

    now my regret is I feel like i was too nice to her, i really tolerated her shit. is that a good idea? or would you have put her in her place? what would you have said to her if you were in this situation?
     
  2. Douffy

    Douffy Newbie

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    Dude, chill. Its the nature of dealing with customers. I suggest you offer your services via a series of templates on your website so there is no confusion as to what you are offering for which sum of money.

    If the client is new to you only offer to them services which you can verify in report terms so there is no element of doubt as to what you have done.

    Dealing with irate people can really make your day and outlook become non productive so you need to shake it of as quickly as possible.

    If you don't like the prospect of this being an ongoing situation alter your game plan in relation to how you will generate revenue and leave the nuisance customers behind you.

    The biggest problem is that you spend more time hand holding and educating these customer types than the actual work entails so for one off services it is simply not viable.
     
  3. Danny1111

    Danny1111 Elite Member

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    All I can say is that no-one likes to be spoken to that way and its not the way to resolve a problem.

    Basically what I would do is ask what is the complaint and do my best to resolve it to her satisfaction - or if you couldn't do it yourself to her satisfaction
    then outsource it ... if your still having troubles then I'd say - look I can't control every single thing Google does - perhaps there is someone else
    better suited to solving your problem than me.

    and what the other guy said -- clear service guide - clear results --> remedy failures if you can't then suggest as above.
     
  4. counselor_X

    counselor_X Regular Member

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    I would shed her like a calorie in a split second. Possibly refund her, possibly not. Whether you want to try to keep her as a customer depends on how bad you need the money, but if you have the luxury then you should no longer deal with her. We all work for ourselves for the purpose of being comfortable, because we know there's something better than working for a boss and being under strict pressure all the time. I value my sanity just as much as I value money, so I make decisions every now and then that might sacrifice a little bit of money but spare my sanity.
     
  5. qrazy

    qrazy Senior Member

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    First you should communication with your client and try to understand their real concerns. After listening you should try to convince that her claims are not right politely.
     
  6. Sunday Lunch

    Sunday Lunch Junior Member

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    What you initially think is a client calling to have a go at you could turn into an opportunity to make more money. Regardless of how unprofessional the client acts you must maintain your own standards at all times. I suggest you send an email explaining that the phone keeps cutting off however you would like to resolve any and all issues with her swiftly and amicably.

    Oh and unless you are Biggie Smalls incarnate and plan to go into the rap game, calling a woman a bitch is a reflection of a poor upbringing and a lack of respect.
     
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  7. balamut

    balamut Junior Member

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    It's never nice to call anybody Bitch, unless it's referred to a female dog and that bitch just took a dump in the bedroom.

    Ok here is the thing, you need to learn how to turn bad situation into profit. In your case of an email, you could have send her an email with delivery confirmation after she said that she send you one and not saying "it will come in time". Always make them feel guilty, take upper hand.

    Just my 2c.
     
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  8. kvmcable

    kvmcable Supreme Member

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    In order to be successful in business you need to be fast on your feet and good at math. Figure how much income this person contributes to your business and how much time this person is taking to satisfy. If the cost vs. reward is too great you politely fire her.

    When I first started in business I was hungry for anyone with a dollar. As years wore on I learned to weigh clients and cut lose the ones that cost me too much. Typically they were like this client you're experiencing. One of my clients was the largest factory in our area and I used to do network support on location. They spent about $50k a year with me but when they called they wanted me NOW. No matter if I'm sick, have other commitments or Holiday. I remember dragging my poor wife to their location on a Christmas Eve to fix a downed server they needed fixed asap. Here everyone is enjoying time with their families and I had my wife in a filthy factory fixing a server. What a way to spend Christmas. Two weeks later I fired them. I was tired of being owned by them and calculated I could replace their money with easier money. I got my life back and to this day I cuss that factory every time I pass it although that all happened 15 years ago.

    The lesson I learned is not every customer is a good customer. Weigh the cost verses reward and if you can replace them then do it.

    My pet peeve is questioning my integrity. I don't tolerate it for a second. If a customer does it without provocation they're shown the door. Nobody has the right to question someone's integrity without reason. I don't work for people that don't trust me. If someone else scammed them then that's their issue. Don't insult me as a scammer because of what someone else did. I've thrown out more than a few people from my store that questioned my integrity and asked me to prove myself trustworthy before spending money. Most are shocked they're not in the driver's seat at my business. Last time I looked I'm the one signing checks so I call the shots.

    Sorry for the rant but re-evaluate this client and if it were me, I'd fire her ass.
     
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