What are effective ways to deal with inconsistent or rude customers?

There are two types of rude – rude (destructive) and rude (challenging.)

I like to introduce service providers to two different types of customers, Gladys and Oscar.

Gladys is outspoken, even obnoxious, in trying to get what she wants and needs. She’s critical and not always pleasant. She will, however, come around when you treat her well. She can even become your most vocal advocate and recommend you to everyone she knows.

An Oscar is an entirely different animal. He erodes the wellbeing of your staff, perhaps insisting they participate in unethical practices. He may make inappropriate sexual advances or pressure staff to keep secrets from management. An Oscar might even be so high maintenance that it is not profitable for your company to work with him.

When your high performing staff want to resign rather than work with an Oscar, or you end up working for peanuts by the time each project is done, it’s probably time to invite Oscar to move on. You could even refer him to one of your competitors who might be more accommodating to his style of doing business.

Resist the urge to unleash your frustration, though. It won’t be productive and you may regret it later. Besides, you don’t want an Oscar to prevent you from acting professional. Instead of taking his behavior personally, be firm and respectful, focusing on the needs of the situation. Use “I” language, instead of “YOU” language.

I need to receive full payment for the services that our company performs for you, sends a much different message than, YOU never want to pay your bill and now YOU are no longer welcome to do business with us.

Before making any decisions about parting ways with a customer, take time to determine if you’re dealing with an Oscar or a Gladys. A Gladys can be frustrating, but she points out problem areas that other customers won’t mention. Statistically 90% of unhappy customers will move to a competitor rather than go through the discomfort of complaining. Gladys doesn’t mind complaining. She points out the areas where your company can do better. She may even help you become more masterful at turning around a tough situation. And once you come through and gain her trust, you’ll be able to count on her as a loyal customer. Oscar, on the other hand, is that customer that compromises your integrity, values or mission.

Before you write off a customer, give yourself time to think. Talk with a trusted colleague to see if there may be something to be learned from this customer. For example, a chronically cold customer may have been burned in the past and takes a long time to trust you enough to warm up. Are you expecting immediate trust? A customer who disagrees with your approach may have information you don’t have. Does disagreement mean the same as disrespect to you? Does your customer’s constant questions insult you or inform you that they need reassurance?

Give yourself time to do this important emotional homework, to create clarity as to how to proceed. A Gladys can be your company’s most vocal advocate in ways you cannot even imagine. On the other hand, an Oscar can hurt your business, cause excessive stress on your best performers and would be better served someplace else. Recognizing the difference between them is critical to creating the kind of workplace environment that brings out the best in your employees and your customers.