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Dealing With Different Types of Customers

By January 26, 2016May 26th, 2021Blog, Technology News

dealing_with_different_ty_115319_213181Customers come in all shapes and sizes, but broadly speaking, they tend to fall into five major categories. Recognizing them will go a long way toward helping you deal with each type as you encounter them.

Just Regular Folks

The vast majority of your customers will fall into this category. They’re not expecting the moon from you, but they are expecting fair and decent treatment. This group is the easiest to keep happy, but if you should cross the line with them, you’ll probably lose them forever. This group represents the heart and soul of your customer base. Without them, you don’t have a business. Treat them well.

The Narcissist

This group has a sometimes loud, restless intensity about them. When they make a demand, they want an answer right now. When they have a problem, they want it resolved yesterday. Any delay in problem resolution will lead to an epic, vocal outpouring. This group almost universally regards themselves as highly important. Nobody else matters. The only thing that matters is them, and whatever problem they’re having. If they detect that you’re not dropping everything to deal with them, they’re likely to explode. The best way to deal with them is with kid gloves. Whenever possible, try to deal with them in isolation, getting them away from your other customers to minimize the risks of a public spectacle.

Nondescript

These customers are a subset of the “Just Regular Folks,” with the major difference being that they’re notoriously hard to read. You can never quite tell how they’re feeling about things, and because of that, it’s hard to tell if they’re on the verge of exploding with frustration, or feeling pretty good about things. The best thing to do here is always tread carefully and with respect, just to be safe.

Seething

You know the type, and you’ve no doubt dealt with them before. They’re angry. All the time. About everything, including you and your company, the products it makes, and the services you provide. Everyone and everything is beneath them.

Speaking in quiet tones is the best way to disarm an angry customer. It forces them to stop shouting, if only so they can hear what you’re trying to say to them. Not to mention, it’s really quite difficult to continue yelling at someone who’s speaking at just above a whisper. Try it and see. It works wonders.

Just Plain Crazy

Thankfully, there aren’t many of these in the world, but they do exist. These folks are either insane, unbalanced, or have too much free time. They tend to stalk, badger, invade social media and try to spoil it for everyone, and the like. If there’s one type of customer that can get under your skin, and make you lose your cool, this is the type.

The trick is – that’s what they want. That’s what they’re hoping for. If they make you lose your cool in public, they “win,” in their minds. The best way to deal with them is quietly, calmly, and professionally, and should they cross the line into outright illegal behavior, report them at once and let the authorities handle them.

Jason Manteiga

Jason Manteiga

Jason J. Manteiga, Vice President of Olmec Systems, has been part of the company for over the past 20 years. He believes that having a great work environment and supportive team, is the ultimate key to success. Since being in the IT realm for over 25 years, Jason, along with Olmec Systems, has been on the Inc. 5000 “List of America’s Fastest Growing Private Companies” and Channel Futures MSP 501 “Top Managed Service Providers in North America,” along with other awards and nominations. Jason earned his Bachelor Degree in Information Systems from the New Jersey Institute of Technology. He also holds certifications in Microsoft MCSE, VMWare VCP, and Cisco CCNA. In his spare time, Jason is a contributor for The Center for Social & Legal Research (Privacy Exchange) and a member of the Morris County Chamber of Commerce. His hobbies include cycling and kayaking. He currently lives in New Jersey with his wife, two daughters and son.

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