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How to Deal with an Angry Customer

Guest post by: Seth Godin

Article Overview: Every business encounters angry people. Not disappointed or confused, but actually angry. Here are a few steps you might want to try:

How to Deal with an Angry Customer

Every business encounters angry people. Not disappointed or confused, but actually angry. Here are a few steps you might want to try:

Acknowledge the anger. You don’t have to agree with it, but in order to have a chance at making it go away, you need to empathize with the person’s anger. You cannot sell something (even a solution) nor can you negotiate with an angry person.
Talk more quietly and more slowly than the person you’re talking with. Not an exaggerated mantra, but just enough that you will be de-escalating, not escalating.
Ask the person what it will take to help them not be angry. Repeat what they’re asking for, in your own words.
Ask them if that will not only solve their problem, but give your organization a chance to delight them.
If no, then ask again what it will take. (But only once. You'll settle for a benign grudge if you can get one.)
[It’s important to note that so far I haven’t asked you to give them anything or to actually agree with their point of view. Just to understand it and recognize it. You cannot negotiate with an angry person. Doesn’t work.]

Now, summarize. Human to human, not as a manipulator or someone following a list of steps read on a blog. “Sue, I’m really sorry you’re upset. I can imagine that having one of our room service people walk into your room at 11 pm, uninvited, and wake you up before a big conference could cost you a lot of sleep and really ruin your visit with us. It sounds like you’re hoping for an apology from our manager and a waiver of our internet fee as a way of showing you we really blew it. Would that help?”
Bingo. You’ve changed the dynamic. You’ve made it clear which side of the discussion you’re on. You haven’t set any expectations, but you’ve built a connection.

At this point, you have two options. You can describe what you CAN do, right now, in an attempt to make it up to the person. Or you can ask for time and promise to get back to the person after you’ve checked in with the higher-ups.

It’s entirely possible that the steps above won’t work. It’s entirely possible that Sue is so angry she’ll never ever return to your hotel again. That’s okay. You did what you can... but more important, you didn’t waste a lot of time and emotion and energy trying to solve a problem that’s not solvable.

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Article Tags: anger, angry person, apology, bingo, blog, grudge, internet fee, manipulator, mantra, point of view, sleep



Related Forum Posts
Re: Two Useful Books To Help You Focus On The CLIENT - Hi David, To add to your thread, I'd like to recommend Jonathan Tisch's "Chocolates On The Pillow Aren't Enough: Reinventing The Customer Experience". Tisch's book includes content on "Welcoming Customers", "The New Art of Customization", "The Challenges of Customer Diversity" and "Offering Something Extra to Your Customers" to name a few.
Who inspired you to start? - When I was a teenager I read "The Art of the Deal" by Donald Trump while on a road trip to New York City. It helped inspire me to want to start my own business and is also one of the reasons why I have created so many famous entrepreneur profiles. I believe that by modeling the success of other entrepreneurs you too can become successful. Who was it that inspired you to start your business?
Trump and Stewart - I really enjoyed Trump: The Art of the Deal and The Martha Rules. I think the best advice you can get is from people who have made it and not just consultants who haven't been there. Evan's site is great because of all the famous entrepreneurs and their advice directly from them. Donald Trump and Martha Stewart are 2 great examples of successful entrepreneurs and the books are written in their own words which I find extremely valuable and motivational.
Re: Paypal process $315 million in payments per day. - I agree with you David, their Customer relations suck. This mean other payment systems like 2CO and WORLDPAY should work on their customers relations to take more slice of the market.
Re: Welcome to Entrepreneur University! - Hi Evan and GT, Can you clarify? If you join the "Preferred Customer" you are not entitled to commission? Why? This is the the $79.95/month account, I don't understand why you are not getting commission from it?


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