How To Handle Criticism As A Service Business
In your business, you have undoubtedly dealt with a your fair share of criticism from customers. Sometimes the criticism has merit and is simply the customer’s way of making sure that they get the best possible result from your company. Other times, it seems as if the customer is just complaining for the sake of it and cannot be pleased by any of your efforts. Although it can make you want to scream at times, it is imperative to your business that you learn the most efficient methods for dealing with your clients’ criticism so that both you and they are happy with the end result. Though it may seem impossible at times, it IS possible to deal with your customer’s critical comments if you take a systematic approach.
First, you must determine if the criticism is constructive or destructive. The best way to accomplish this is to listen intently and ask clarifying questions in order to fully understand what the customer is actually trying to say. Misunderstandings are common in any communication and can be detrimental to a business relationship. Do not make the mistake of assuming you know what the criticism is truly about. Once you believe you know the point your customer is making, ensure that you are correct by restating it as an ‘I understand you to be saying…’ statement. This will allow you to effectively get to the point of the complaint more quickly.
As difficult as it may be, you must always separate your personal feelings from the issue at hand. When your work is being criticised, it is all too easy to get your feelings hurt or to become angry and defensive about the issue. Keep in mind that your customer is not attacking you personally; he or she is merely interested in the service being provided. In business matters, you must often listen to both your mind and your heart but when dealing with customer criticism, your mind is your best weapon. Use your knowledge and expertise to help your client understand your reasoning and methods. You are much more likely to bring the customer over to your way of thinking with calm, rational explanations than with emotional outbursts.
There will be times, however, when the calm, rational approach is extremely difficult to maintain. When your customer sets impossible expectations or deadlines for your services, you may have to work hard to keep panic from setting in. Of course you will work to meet your customers’ needs and time restrictions as a professional but there will be times when it is just not possible to do so. In those circumstances, develop your optimum timeline for completing the project and then calmly and factually explain to the client that this is the minimum possible time it will take to meet his or her demands.
Finally, you must be sure to never let customer criticism steal your passion and enthusiasm for your work. Demanding and critical customers are a part of any business but you must always know that the hard moments will pass and you will survive as the successful, capable businessperson you are. There are as many horror stories about customer demands as there are businesses to experience them. What is one that truly stands out in your mind and how did you cope with it?
