How to Deal With a High-Maintenance Customer
Every now and then, you find yourself working with a high-maintenance customer — that person who, regardless of the situation, feels compelled to ask for a little more than what everyone else receives. They want extra personal attention and don’t like having to do things on their own.
They frequently send food back at restaurants and call customer service people over the tiniest of matters. These aren’t people with disabilities or facing genuine barriers. They are simply people who view being extremely particular as a positive trait.
Should you “fire” these customers?
Some time ago, there was an argument circulating that businesses should consider “firing” customers like this. The theory was that any profits they generate are outweighed by the amount of maintenance they require.
This might be true in some rare cases, but, generally speaking, the logic is deeply flawed. It assumes customers don’t talk to each other, and that your organization doesn’t need positive word-of-mouth. It assumes that customers never increase the amount of business they do with you, or that an individual might change jobs to a larger, more profitable company. All dangerous assumptions.
The truth is, the best approach to these customers isn’t any different from the best approach for all customers — to make an honest effort to give them what they want, when they want it, and how they want it. Outstanding customer service is what delivers the biggest payoff — even with demanding customers.
They are often your biggest fans
More often than not, high-maintenance customers just want to feel important. They want reassurance that you value them and their business. They may be compulsively and (from your perspective) unnecessarily picky, but they are very often also your most loyal cheerleaders. They don’t keep coming back just to torment you — they come back because you are likely one of the few people who will actually seem to care about them.
Don’t be afraid to say no when they appear unreasonable
If you’ve reached a point where someone’s constant requests are overwhelming you, here’s a practical three-step approach:
- Stand your ground one request at a time. Be pleasant and sympathetic, but firm. For example: “Yes, Mr. Smith, I know we used to be able to accommodate that, but it’s not something we can offer anymore. I wish we could.”
- Don’t just leave the last statement hanging there as some kind of unstated challenge. Move the conversation ahead by asking a related, open-ended question. For example, “Did you want this delivered on Tuesday or Wednesday?”
- The high-maintenance customer will still protest (it’s in their nature), but don’t give in. If you do, the message they get is that you don’t mean the things you say.
