HOW TO DEAL WITH DIFFICULT CUSTOMERS

Difficult customers come in many forms including rudeness, slowness at decision making, poor behaviour, and more. 

What you consider to be difficult others may consider to be reasonable, normal. It’s important to be aware of that.

Your shop is your place, your home. Since getting in is easy, it’s also not like your home. You welcome people in. And that’s our first tip for dealing with difficult customers. Greet each person when they enter. This establishes the relationship.

Greet people with a hello or a welcome in (the most common in US shops right now), a nod, a smile … something so they know you’ve seen them and that you welcome them. That welcome greeting is key to starting their visit off well.

Greet people well.

Keep your written signs to a minimum. Each sign with a direction can add to a negative feeling and this could be a reason some people, who do not like to be told how to behave, act up.

Keep written signs to a minimum.

It is vital everyone working in the shop knows what you want done in each possible situation. Our advice is that you don’t write reams of rules. Keep it simple, practical, memorisable.

In your rules, place the safety of people working and shopping the business above all else. If there is any threat confronted, calling the police should be required.

Ensure the business is equipped for safety. Have a good security camera system to capture evidence. Ensure you are compliant with fire extinguisher requirements. Have a phone easily accessible at the counter.

Now, onto the specific of dealing with a difficult situation. In italics we have suggested words you could use.

When speaking, be clear, firm and unemotive. Speak to them, not at them. Do not get too close. Do not physically move in any way that could be threatening.

Find out what they want if there is any doubt in your mind about what they want. Can I help you? Is there something you need? What would you have me do?

Be clear of behaviour that is unacceptable. We need you to stop that please. That’s not appropriate for here please.

If you or customers feel threatened – do not approach, stay in the safest place, help any customers who may be at risk if you can. This feels unsafe, please leave. I’ve called the police. Our cameras are recording this.

If products have been damaged or the shop itself damaged. Take what you need to the damage to clean it up. Clearly state your policy. We’ll need you to pay for that please.

If someone is complaining at the counter about a product, a service or a staff member. Listen to the end. Show empathy. Engage. I’m sorry to hear that. What would like me to do? I will talk to them about this.

If someone is slow and holding others up. I hope you don’t mind stepping aside while I quickly serve someone else.

If someone is blocking an aisle with a shopping trolley or a mobility scooter. Could you please move outside and I’ll bring you whatever you are looking for.

If someone if clearly drug or alcohol affected. Keep safe. call the police.

If someone is mental health impacted and you are feeling unsafe. Be sure to have the number for the government crisis line in your area for calling out an intervention team.

Sometimes the best way to deal with difficult people is to change the topic. It can be helpful to have a couple of go-to topics you can use to change the subject. They should be interesting topics, not boring like the weather or not risky like politics. One topic could be about something you cooked recently that was a disaster. Making fun of yourself can disarm others. It could be about a product you bought for the shop that failed miserably. Again, making fun of yourself.

Another useful tip is to have snacks at the counter. Offering someone a free taste of something you sell could disarm a difficult situation. This could also work with hand cream and other body products.

You could also consider having a gift voucher as a make good. If you do coffee, a free coffee voucher. If you sell gifts, a $5 off your next purchase voucher. If you sell cookies, a free cookie on us card. Each of these could be used as a practical I’m sorry, here, try something on us approach.

Every difficult situation in retail is its own thing and needs to be engaged with considering its uniqueness. 

For retail business owners and staff, if you’re feeling stressed or overwhelmed from a day in the shop, consider these tips for a reset:

1. Get outside. Fresh air, sunlight, moonlight and the sound of nature can be curative.
2. If you cook, cook something.
3. If you enjoy fishing, go fish.
4. If you enjoy reading, read something.
5. Hug someone you love and tell them about your day.
6. Spend an hour decluttering the back room of the shop or somewhere at home. Getting rid of things you don’t need can be relaxing.

If you don’t do anything different to usual you are likely to hold on to the stress and trauma of the day. Find what helps you let go.