#154: Tactical Tuesday: When Should you Discharge an Angry Customer?

<p><strong>OVERVIEW:</strong></p> <p><span style="font-weight: 400;">Jason A. Duprat, Entrepreneur, Healthcare Practitioner and Host of the</span> <em><span style= "font-weight: 400;">Healthcare Entrepreneur Academy</span></em> <span style="font-weight: 400;">podcast talks about the best way to manage irrational and overly demanding customers.</span></p> <p> </p> <p><strong>EPISODE HIGHLIGHTS:</strong></p> <ul> <li><span style="font-weight: 400;">When you own a business, complaints are something you can’t escape. There are ways you can manage angry customers while maintaining the integrity of your company. </span></li> <li><span style="font-weight: 400;">Be empathetic and listen to what unsatisfied customers are saying. Put yourself in their shoes and really listen to the core reason behind their complaint. </span></li> <li><span style="font-weight: 400;">Unhappy customers are louder than happy customers. They’re going to make more noise. Always try to resolve the situation before it gets worse.</span></li> <li><span style="font-weight: 400;">Managing customer expectations, especially customers who escalate easily, can be correlated to the price of your product or service.</span></li> <li><span style="font-weight: 400;">Minimize the opportunity to complain. If your costs are higher, you’ll attract a higher quality customer. </span></li> <li><span style="font-weight: 400;">Believe it or not, sometimes the customer isn’t always right. Don’t be afraid to discharge them from your business. Jason shares his former general manager’s philosophy and how it resolved sticky situations in the past.</span></li> <li><span style="font-weight: 400;">Don’t feel guilty about taking charge and putting a stop to irrational and insistent customers.</span></li> </ul> <p> </p> <p><strong>3 KEY POINTS:</strong></p> <ol> <li><span style="font-weight: 400;">No matter what business you’re in, there will always be customer complaints. As an entrepreneur and business owner, you must be able to resolve these as quickly and efficiently as pos