$%@* I knew this would happen...so what are you gonna do about it?

We all have had to deal with those difficult customers. That is one of the most asked questions..."Brad how do you deal with those really hard to get along with customers?" After doing much reading and researching and actually testing out these ideas on actual customers, I have found a system that is fail safe. The system that is used is called ASAP. Here is how it works:

A - Apologize.

• It is not about whether you have done anything wrong. It is about apologizing for the situation that your customer now finds themselves in. So simply say, "I am really sorry for what has happened and I am going to work ALONG side you to resolve this issue."

S - Sympathize.

• Now it is time to sympathize with them and understand that in their world, whatever the issue is, it is really causing stress and problems to them. Just as much as you don't want to go through the stress, you would love to have someone take ownership of the problem and help you through this issue.
  

A - Assume responsibility.

• Whether it is your fault or not has NOTHING to do with part of the process. I am talking about assuming the responsibility of fixing whatever is wrong. If that means making some extra calls to find someone that can fix it or going out of your way to make sure this issue is resolved, do whatever it takes. This is a key factor of ownership of the issue. Resolving the issue is more important than placing blame.
  

P - Prepare to fix the issue.

• This is the work phase. Put a plan in place to resolve the problem. Then actually do what you said you are going to when you said you are going to do it. Throughout this phase stay in constant contact with the customer. Letting the customer know each step that is being executed will go a long way to help relieve the stress, and calm down that customers world. More importantly I want you to name at least 4 companies that you deal with right now that does what I am speaking of. I bet you can't. That means you have now set yourself apart in your very competitive industry.

Now with ASAP in place the next time you get a customer that is yelling and cussing from the time you pick up the phone, you have a clear easy to follow path to making that call easier. Remember to place yourself in that customers shoes and understand what is causing that distress. They aren't screaming at you...but rather the situation that they are now in. Be an advocate for that customer. Be the one that really makes a difference in that customers life. So fix the problem ASAP, be the company that makes a difference ASAP, then you will seeing and feeling a big difference in your customer base ASAP!

Regards
Brad