How To Deal With The Five Most Difficult Customers

But if you want to ask the business people the real happiness, they will tell you that it is not the time to receive bonuses and royalties, but the expectations and gratification of successfully developing quality customers.

If we want to talk about the pain of the business people, it is by no means the loss of nothing or the hard work worn out by the feet, but rather the few most difficult customers on their hands.

Almost no one has developed such a hard customer without resentment and regret.

But anyway, people are customers, and you do not want to deal with him.

There are roughly five kinds of things that can be summed up: foolishness, tricky, horizontal, cold, and Lai.

With the reality of China, the business community can be called "Confucian businessman" very few.

There is a joke: primary school graduates are in the boss, junior high school students are in management, high school students are on the assembly line, college students are clerks in the office, graduate students are tutoring in the country, and doctoral students are washing dishes abroad.

Though it is sad, it is

In my view, at least 70% of the people who make distributors at all levels do not reach the level of high school or secondary school culture.

Of course, the level of education can not explain anything. There are quite a lot of excellent dealers. They are gifted, diligent, able to meet people and have a flexible mind. As a result, they grow and grow stronger and become the leaders of the local business community.

Low culture is not terrible, terrible is mentality and habits.

The so-called "stupid" is not willing to learn, unwilling to accept new things, narrow vision, dare not try any new brand.

The so-called "stubborn" is to hold on to one's own opinions, to be opinionated, to treat any new ideas and new models with prejudices.

Business people are most afraid of meeting this type of "dead pig is not afraid of boiling water" type of people, oil and salt do not enter, let you punch on the cotton; grinding the mouth skin, the result is mostly useless.

Methods: for the "stupid" type of people, patience is needed, especially in simple, plain and understandable language.

Maybe you feel tired when dealing with him, but he hears your brand, management, corporate culture and modern technology. He may be even more tired - you can leave as he can't listen or be interested.

Don't try to brainwash him. It's you who can choke your water.

The easiest way to impress him is to let him see and feel, that is, to guide your products and outlets so that he can see them, so that he can compare them; promise to make clear the actual distribution service and the calculated profits so that he can feel it.

In fact, unless you have no chance to cooperate with others, you will feel very good if you cooperate successfully: he is dead brain, you don't need too much maintenance, he will follow you to the end.

Most of the people in this world are friendly to people and are easy to get along with, but few of them are very willing to be difficult and deliberately make trouble for you, so as to get a sense of pleasure or a sense of accomplishment in your life.

This kind of person often has more or less understanding of your industry, enterprise and product, but belongs to a smattering of knowledge. Typical "half bucket of water", however, thinks he is smart and tries to get cheap.

I once met such a client.

On one occasion, a new customer was sent to Lishui, Zhejiang, and the number of "13L" was routinely labeled in the specification column.

Here is a brief description: the formal packaging of products, the barrel printing is 15 liters, when the factory standard gross weight should be 13.2 kilograms. Because the weight is heavy, the entry price is bound to be high. Taking into account the practice of the local market counterparts, we will mark 12 kilograms of capacity on the certificate as "13L".

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The trouble is that after the customer receives the goods, the customer fails to return the money according to the agreed way, and calls to inquire. He requests to send someone to the spot.

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After that, he was so angry that he gave the product samples to the quality and Technical Supervision Bureau on the grounds of our fraud.

The reasons are as follows: you make 15 liters of packaging barrels, why the certificate only printed 13 liters? What is 13 liters, why the gross weight is only 12 kg? If we can not take reasonable legal basis, this batch of goods he can only buy at half price.

After three days of Lishui municipal quality and Technical Supervision Bureau, I spent a lot of tongue and tongue, and did not idle at night, busy "public relations", and finally solved the following: the density and weight ratio of chloroprene rubber is 0.825, 1L (liter) glue is equal to 0.825 kilograms, 13 liters are 10.725 kilograms; the standard weight of the iron bucket is 1 kg; the weight of the earth cover, the scraper, the packing rope, the barrel cover is 0.2 kilograms, the gross weight is 12 kg; the national standard measurement law permits 3/1000 error.

Therefore, he asked for 12 kilograms (barrels) of products, I gave him 13 liters of certification, is fully consistent with the national metrology.

In addition, the name, address, trademark, telephone and so on of our labelling factory are all formal, legal and without any problems.

After the matter was settled, I asked the client to deliver the sum in full in accordance with the contract. He solemnly apologized to us and gave a written explanation.

In view of my view that this is not so simple as "making trouble", it is purely a bad intention, and he made a proposal to "permanently stop supply" in the future.

He sold the first lot and became the last batch to deal with our company in this life.

Conclusion: never use the best intentions to surmise customers. The only thing we can do is two points: first, before the products are released, we must carefully design the process and strictly regulate all links.

"Flies do not bite the seamless eggs", do not give anyone the opportunity to pick holes and find flaws.

Two, as the saying goes, "buyers have a good seller", our salesmen and customer service personnel must arm themselves with professional knowledge and skills, so that they can get a pair of eye piercing eyes, so that those customers who are half unable to pass the road will try to mix the sand in your eyes.

In today's society, there is no lack of barbaric people, especially those who have some money, and their self-consciousness is very easy to expand. He even has an illusion that the earth can stop rotating for a few seconds because of his influence.

I remember when I first took over the Hangzhou office in 2001, one day, the business manager took me to the Fuyang market to visit a big client. The boss and the salesman had a dispute. The main idea was that the business manager did not control the market well. Some people from Xiaoshan went to Fuyang to influence their business.

After knowing the situation, we promised to visit the market first and then try to find ways to deal with it.

After a day's hard work, it was basically finished.

The clerk contacted the boss. He asked to talk to his shop.

When we arrived, we found that there were no figures of the couple of the bosses, but there were more and more unidentified people in twos and threes. They would rush into nearly 20 people and finally shut the shop doors.

At this time, the crowd began to agitated, began to push on to my colleagues, scolded his mouth in a bad way, scolded him for breaking the market order, caused great losses and serious impact on the company, and four or five people approached me.

As soon as I saw the wrong position, I jumped to a pile of goods and began to speak with a loud voice. "Comrades! Don't start with me first. Listen to me first! First, we have a responsibility to come over in Xiaoshan. But it is not our company's intention to arrange for the goods to be distributed. This does not do any good to our company. Two, I represent the company to deal with this matter, which reflects the company's attention to this matter. It must be revoked the distribution rights of Xiaoshan, and the penalty will be fined, and the compensation for your losses will be compensated.

Three, our two countries have been working together for three years. They have been very happy. If your boss does not come out, we can not solve the problem. Even if you beat us, we can not solve the problem.

So, if you do not want to solve the problem, we will fight it out, and solve it by the public security organ. If we ask the boss to come out, we can negotiate and solve it on the spot. This is not a hard thing to solve! "

The words made the group a little calmness. One of the leaders called my boss at my strong request. When the atmosphere was relaxed, I hinted to the colleague to buy two cigarettes for everyone to smoke.

Later, the boss finally came to a conclusion.

Method: rough people are hard to deal with, because violence is sometimes hard to guard against.

However, there must be some countermeasures. First, before any real violence is implemented, there is no opportunity for any hint of reasoning. The reason must be put to the point of directly and simply moving the other party instead of entangling the merits and demerits.

Two, we must promptly report to the police when necessary, and properly protect our personal and property safety. We believe that after any loss of goods, we can restore it through legal means.

When you are in a weak position, do not try to violence against violence.

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In the enterprise training class, the most talked about is how to deal with the hospitality relationship; the leaders at all levels warned the most not to offend the customers.

In fact, who will be baffled to offend customers? But some guest relations are not handled well if you want to handle them.

I have such a client in Puning, Guangdong, and my business is doing well.

It has been six years since the beginning of the cooperation. There is a group of data that can explain the problem: in 6 years, I visited the store more than 80 times, and I met her not less than 30 times, but she did not take more than 3 times to make tea for herself according to the custom of Chaoshan; she did not speak to me more than 5 times; she spoke more than 20 times; she seemed to have smiled at me no more than 2 times; when she said goodbye, she did not say more than 3 times; when she talked about product quality or price, 0 times; talked about the market competition 0 times; asked about the factory situation;

Under her leadership, her company employees also formed a similar atmosphere, smiling at the customers who came to their home, smiling at each other with a smile.

Luckily, her husband is a normal person, so long as he is there, he can talk briefly about anything.

Otherwise, the person who does business door-to-door is not killed by cold eyes, or choked by words, or at least depressed himself.

Then again, you feel good about yourself. It's none of her business. Her sales are really good.

Especially, she paid really fast.

Perhaps it is for the sake of money that I have been humbled for six years, but have worked together for six years.

If anyone proposes to cut her down now, I think I will be the first to jump out and say, "what's the big deal?" it's not that someone else is smiling.

Method: this kind of person is very smart. He thinks that you supply him for profit, he sells your goods, and pays the money to you, so he does not owe you.

We must do it: first, there is no thing not to go to the three treasures hall. If we have to visit, we must have something to say. Two, we must get straight to the point, and three, be concise and comprehensive.

Two, don't be sentimental. It's best to talk about matters.

Three, do not think that such a person does not talk to you about business, he does not care about business, you must grasp the quality and price of the two core elements, and price performance is the magic weapon that he allows you to shake on his door. With this magic weapon, you can have a talisman, and you can sway for another ten years.

Four, since he does not think professional services are necessary, I do not have to take any trouble to avoid his eyes. I want to go and take advantage of the empty space when he goes out to eat at noon.

Five. Customers who play tricks on customers.

The friends in the marketing field have seen GREE's general manager Dong Mingzhu's "chess world". She was a small saleswoman. The first glorious and arduous task was to go to Tongling, Anhui to collect money. Over there, a large customer owed GREE air conditioning company four million, as if nothing happened.

Comrade Zhu lived in the vicinity of his company and went to his company every day to do voluntary labor such as sweeping the floor and carrying water. He made extensive contacts with his company's employees. Finally, the subordinates of the boss were reformed and combined to cooperate with Dong Mingzhu to make a debt, which resulted in Comrade Dong Mingzhu's first name.

Everyone is afraid that they will encounter old Lai. The problem is that such people in business activities are quite numerous. They can not be avoided.

The following analysis focuses on Countermeasures: {page_break}

1, advance prevention.

There are always three signs of danger when a person is on the road to "doubtful old Lai". One is gambling. Some people like gambling, such as gambling, gambling, Liuhe lottery, gambling, and so on. You only hope that when he wins the game, he will return the money. It is very dangerous because ten gambles lose nine, and two is prostitution. Some people like to eat small potatoes on the outside. They are often family stable landmines. Once the family is disintegrated, their business will suffer a fatal blow. Three, it is greedy, some people abandon the "unfamiliar or not" business rule, blindly launch some projects, and continuously expand investment, resulting in the risk of capital chain breaking. Although no one likes to be old Lai naturally, in some sense, Lao Lai is forced by the situation.

Of course, you can't have all the mastery of these situations, but you can make friends with others in the same industry.

There is a person who does business from Fuzhou to Nanchang and Jiangxi building materials market. His business ability is quite strong. He once was a fan for a while. His brother-in-law is a local business celebrity in Nanchang.

But he eventually fell from the boss to a bucket of white latex for two bottles of beer, because he is an absolute gambler.

Every company asks to investigate new customers' creditworthiness, and how to inspect it. It is to see more about his storefront, to observe his stream of people and logistics, to see his warehouse, to observe its inventory volume and shipping schedule; in addition, he must ask more questions, ask his colleagues, ask his customers, and even ask suppliers.

2, process control.

For customers who have already started cooperation, they must take the money back as the first choice for the customers, rather than the sales volume as the first choice.

Business people tend to wag on this issue and suffer losses.

I remember a boss who once taught: "if you do not sell the money, it must be the best job in the world."

Yes, you do not want money, do you still worry about sales? Some customers sell well, the key is to withdraw money from time to time, the preceding paragraph is not clear, and is reporting goods; commitments have not yet been realized, and goods.

We must realize clearly that providing goods to him is to support him in making profits; our obligations and responsibilities have been fulfilled.

The client also has obligations and responsibilities to fulfill repayment commitments.

When finding such a situation, we must know the real reason in time. When we break the goods, we must act decisively and not enter the vicious circle, so that we can not stop it.

The usual method is to carry out the credit limit management to customers. It is divided into several levels: A, B, C and D. Any customer can only operate within the credit limit. Once the critical value is reached, the red light will be turned on. After the solution is completed, the supplier will continue to supply, otherwise it will not be discussed.

3, afterward remedy.

For the suspected unfinished customers, the solution should follow the principle of "giving first and then serving."

Li: as far as possible, increase the density of visits and give him invisible pressure; at the same time, he can praise him more from language and maintain his self-esteem; he can also make good sense to his relatives and let them speak for you; he can also mobilize his friends and good customers, side by side to attack, lobbying interests and so on.

In short, under certain circumstances of his debts, he can give priority to full or most of the repayment of your payment and minimize the direct loss.

Bing: we must keep good delivery orders (receipt for receipt), monthly bills, formal invoices, supply agreements or contracts, etc. in business activities, copies of copies of business licenses, photocopies of identity cards, etc., and all conditions must be filed.

These are the legal guarantee texts.

In addition, the legal effect of bills or IOUS is only two years, and must be updated in a timely manner.

To the extent of litigation, it can be said that enterprises generally win the package, but the lawsuit won't necessarily be able to receive money, it is also a fact.

Therefore, if we say a thousand words, we should do more work in front of our customers, keep close control in the process of cooperation, and follow up and handle properly after finding bad signs.