Six tips for dealing with challenging clients

Learn how to deal with challenging clients in a way that doesn’t jeopardize the customer relationship.

They say the customer is always right, but we may face situations when we don’t always feel that way. We may meet confused, even angry customers, and we need to address their issues in a way that doesn’t jeopardize the customer relationship. Below are our six tips for dealing with challenging clients.

1. Explain what you will be doing and what it will cost

It’s all about communication. In the painting business, it is important to always explain the various steps required to complete the job.

Each of these steps – including plastering, priming and cleaning per sq. m. – has a prize, too, and the customer needs to be aware of the cost in advance. The customer may question your decision to use a certain type of plaster or whether the surface needs one or two coats of paint, for example. Always make sure that you are on the same page with your

2. Show how it’s going to look

Create a sample of the surface you are working on or visit a previous location or a product centre with the client so that you both know how your work is going to look when finished.

3. Reserve some extra time to finish the work

If you know your task will take 3 days, tell the client it can take up to 4 days. They will be happy you finished earlier than expected!

4. Only choose products you know and trust

If you use Tikkurila paints and plasters, you can always call the Pro Club for help. Sometimes a word from a third-party professional is all it takes to convince the client you have made a good choice.

5. Try to resolve the problem

Based on the information you are hearing from the customer, analyze the situation calmly and try and resolve the problem. You may need to "chunk" the problem into smaller parts to find out what it’s all about. Keep calm and use your support resources to find a solution.

6. Control your emotions

Even if you know the customer is wrong and you have done your work right, try not to show that you are upset or annoyed. Anger is a natural feeling, but you both need to save your faces in order to maintain the relationship for future work. Listen to what they say reflectively, ask a few detailed questions, and apologize even if you are not to blame.

Information, instructions and recommendations given in this document are based on our best knowledge and experience but are not intended to be exhaustive. You agree to use the information in this document at your own risk and will not hold Tikkurila liable for the use of the instructions or for any consequences arising from the use.