Let’s break it down:
- The ‘Know-It-All’ Hero
Clearly trying to reason with the hero isn’t going to help. They believe they know more than the specialist trying to help them. Like the infographic suggests, the best way to handle these customers is to give them the attention they’re craving and to just ‘go with it’. Many of these customers are people who just like things done their way; whether right or wrong, though some will throw in a free lecture on why it is that the machiatto you just made them isn’t a real macchiato because of the style in which you’ve made it (my personal experience!).
- The ‘Ninja’ Snooper
Okay, ironically, this one might actually turn out to be a mystery shopper. Or it could be a window shopper. Either way this type of customer isn’t actually a real customer. It’s important to remember that even if you’ve caught them out, to treat them with all due respect! If they’re a mystery shopper they’ll be looking to report on the store and its workings, upsetting a mystery shopper will reflect badly in the data! If it’s a window shopper there’s always the potential that they’ll turn into a real customer, so don’t burn that bridge!
- The Penny Pincher
These people like to hold onto their money, they won’t part with an extra cent if they don’t have to. Don’t think that they are primarily motivated by greed though; they might just be thrifty, or deal-savvy. It’s important to deal with them carefully, politely, and precisely. If treated without the proper courtesy, these shoppers will use the lack of customer service as a deal breaker and go elsewhere.
- Langry (Loud & Angry)
No one likes to deal with these customers. They’re upsetting and they can ruin anyone’s day. It doesn’t matter if you do your utmost best to make their wishes come true; they’re practically a lost cause. Like the infographic suggests, it’s vital to stay calm – getting hot under your collar isn’t going to make a difference, they’ll just shout at you more aggressively. Many managers might feel the need to step in and handle the situation if a junior member of the staff is under siege.