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Thursday, May 11, 2006


Dealing with difficult business customers

When managing your franchise business, you simply cannot avoid difficult customers, be ready to react the actions of different personalities.

Some examples:

* Dealing with aggressor; who is intimidating, hostile and loves to threaten.
What to do: Listen to everything the person has to say. Avoid arguments and be formal, calling the person by name. Be concise and clear with your reactions.

* Dealing with the underminer who takes pride in criticism and is sarcastic and devious.
What to do: Focus on issues and don't acknowldege sarcasm. Don't overreact.

* Dealing with unresponsive person, who is difficult to talk to and never reveals his or her ideas.
What to do: Ask open-ended questions, learn to be silent and wait for the person to say something. Be patient and friendly.

* Dealing with the egoist, who knows it all and feels and acts superior.
What to do: Make sure you know the facts. Agree when possible and ask questions and listen. Disagree only when you know you're right.

Knowing how to handle your clients ensure the smooth operation of your franchise business.

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