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When, if ever, is it OK to argue with a customer?
I say never, but when is it okay or necessary to argue with a customer?
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5 Answers
The customer is not always right...but always the customer. Rarely does arguing build customer loyalty. Before resorting to arguing work very hard to demonstrate to the customer that you completely understand their point of view. Key word is demonstrate, not just saying "I understand." Say, "Let me see if I can restate your concern and you tell me if I get it like you mean it." Empathize with the customer's feelings--"I know how you feel; I would probably feel the same way." If there is still an argument going on after that, consider the following:
Arguing may mean taking a strong, uncompromising stand. And, if there is an unethical act in the service mix, taking a strong, uncompromising stand may actually win the customer's respect. If it does not, it is likely this is not a customer you want to retain. Never argue unless you are willing to lose the customer because of it!
Arguing is always wrong and weak. Negotiating is different, with empathy and respect one can turn a customer round. Logic and reason are wonderful things
I agree that the customer is not always right and occasionally you might decide you dont want that person to be your customer. Especially if they absorb too much time.
You shouldn't let the conversation turn into an argument, make sure it stays a negotiation. Never lose your cool with a customer, especially if other customers are around. When a customer isn't happy and starts arguing with you, make sure to control the tone of the conversation. Sometimes listening is the best medicine. Give the customer a chance to vent.
@chip Very good point... "Never argue unless you are willing to lose the customer because of it!" Sometimes you might be willing to lose a customer or you realize that the customer is no longer a customer. But remember word-of-mouth, which is one of the most powerful marketing tools. Losing one customer might lead to the loss of more customers and the possible loss of future customers. So be careful how you treat the situation.
In my opinion, there is never a good time to argue with a customer. Arguing only creates adversarial relationships, not results. Rather, create a collaborate construct such that it is you and the customer and here is the issue or problem or concern. That's not to say the customer is always right; many times they are not. But arguing fuels the fire, doesn't move the conversation, let alone the relationship, further towards a productive conclusion.
Good points here. . . Brian and Chip I agree and this must be approached with care. Loosing one customer may "snowball."
However, mitigating an argument can really make the customer's day.
If a customer doesn't wish to remain a customer, that's their choice. Yet in some instances I view that an argumentative customer is simply a very demanding and discerning customer. So in a respect, I see a customer who may come across as "argumentative" as an opportunity, and a serious need to be met.
Moreover, in this situation our professional stature must be maintained - I think this means listening more than speaking and responding only when we can literally melt a customer's "pain points" away. This puts the customer in control and allows us to truly be a solution-finder.
- Jesse
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