It’s no secret that customer service can directly impact their profit and overall success of a business. Keeping the customers happy is a vital part of business, but what’s arguably more important is maintaining a stress-free work environment for your employees and other clients. I initially discussed this topic at https://henrygloverbirmingham.net/how-to-cope-with-abusive-clients/

1. How to Cope
with
Abusive
Clients
by Henry Glover

2. It’s no secret that customer service
can directly impact their profit and
overall success of a business.
But that begs the question:
Is the customer always right?

3. Even the best workers can be mentally
and emotionally strained by customers
and clients who are demanding, critical
and flat mean. It is even more stressful
when the interactions with this abusive
person occur on a regular basis.
Keeping the customers happy is a vital
part of business, but what’s arguably
more important is maintaining a
stress-free work environment for your
employees and other clients.

4. Dealing with an abusive client is never an easy
situation, but communication is key.
For example, it’s important to tell the client
specifically what unwanted behavior is not
tolerated. This resets their expectations and gives
them the chance to step back and change their
behavior.
It is best to advise the client in writing so there’s
proof that a logical procedure was followed.

5. If the client continues to be a burden after
being warned that their behavior is not
appropriate, keeping their business may be
more trouble than it’s worth.
Luckily for most industries, it is easy to
“break up” with a client if they are a
continuous issue. Assuming there are no
legal restrictions, it is fine to request that a
client take their business elsewhere.
Breaking Up
with a Client

6. It is best to send a letter well in advance of
their contract expiration that lets them know
it’s in everyone’s best interest to part ways. It
may also be helpful to name a few other
places the client could be serviced in the
future.
If the client pushes back and still demands
your service, you should have a plan in place
for that conversation. While this is rare, it
never hurts to prepare for the worst but hope
for the best.
Breaking Up
with a Client

7. Eliminating
Abusive
Clients can
Help a
Business
Succeed
Each person has a limited amount of
time and energy to perform their job
throughout the day. When a difficult
client is consuming a lot of that time
and energy, it leaves less availability
to maintain relationships with other
valued clients.
There is a high likelihood that an
abusive client will never be a
completely satisfied customer, and
having a higher percentage of
satisfied customers can drive profit
and lead to a happier experience in
the workplace.

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