Dealing with Difficult Customers: How to Turn Demanding, Dissatisfied, and Disagreeable Clients Into Your Best Customers

Written by Noah Fleming, Shawn Veltman and Debra Margles

Narrated by Tom Parks and Cristina Panfilio

Whether you’re in the trenches or the boardroom, you’re going to encounter demanding, dissatisfied, and disagreeable customers. Are your people (and you) prepared to deal with them?

Ignore a valid complaint and you could be the next viral sensation for all the wrong reasons. But give in to every demand and you may be consumed with the often petty complaints of your worst customers and wind up pandering to them with freebies, discounts, and special attention. That will cost you time and money, and perhaps worse, do little or nothing to solve the root problem.

What if the customer’s dissatisfaction was the result of your sales procedures, your lack of training, or the expectations gap created by your marketing people, not the customer’s fault at all? What if you could turn those customers into your best customers by making a few simple changes?

Dealing with Difficult Customers will show you:

• How to stop using gimmicks and trick promotions to encourage repeat business and the alternatives that will keep your customers salivating for more.
• How “Hungry Hippos” and “Problem Children” are sapping your employees' time and energy and what to do about them.
• The behaviors that turn great customers into dissatisfied critics and how to change them.

• Language: English
• Publisher: Brilliance Audio
• Release date: Jan 30, 2018
• ISBN: 9781543639438

Noah Fleming

NOAH FLEMING is a strategic marketing expert and CEO of Fleming Consulting Co. He has provided coaching and consulting services for thousands of business owners, executives, and individuals, and is an expert blogger for FastCompany and guest blogger for The Globe and Mail's "Report on Business."