Episode Details

Let's talk about something nobody really teaches us in business school or at the office: how to handle difficult customers. 

Whether you are running a business or working a job here in Nigeria, you’ve likely realized that nobody gives you the "411" on what to do when you’re face-to-face with a customer who is making your life hard. I recently got a question about this from Sunday in Abuja, and it’s such a practical, essential topic that I wanted to dive deep into it today.

In my experience, difficult customers usually fall into three categories. If we can understand which one we’re dealing with, we can manage the situation without losing our minds—or our money.

1. The Trap of Unclear Expectations

Most people are actually reasonable; they don't wake up wanting to fight. Often, a "difficult" customer is just someone reacting to unspoken expectations or unclear obligations.

For example, if you tell a customer you’ll deliver at the "end of the month," you might mean March 31st. But a forward-thinking Nigerian customer might hear "end of the month" and start expecting it by the 23rd. By the time the 25th rolls around, they are angry, and you are confused because you think you still have a week.

To fix this, you must become skilled at managing and setting expectations. You need to ask:

 * Who is this customer, and what do they really need?

 * Do we have the inventory and the skill set to make them happy?

 * Get feedback at every step. Don't just assume you're on the same page. Ask them, "I mean the 31st, is someone going to be home to accept delivery?" If they say they need it by the 28th, be bold enough to say "no" or "we can't do that" rather than giving a "50/50" answer that leads to a certain quarrel.

2. The "Cheap" Customer Powder Keg

With the current hyperinflation in Nigeria, people’s earning capacity is stretched. When a customer is paying you 125k and that represents 50% or 80% of their salary, they are going to put their "eye" on that money severely. They have no room for hiccups.

When dealing with these customers, you have to be "hawkish"—shine your eye and don't slack. You cannot afford to lose control of the process. My biggest piece of advice here? Don't ask them for referrals. People refer people like themselves. If you survive a transaction with a very difficult cheap customer, don't go back for more of the same.

3. The Rude Customer (No "Home Training")

Then there are the people who just lack home training. They are a problem in church, a problem in the market, and a problem in your office. If you aren't a rude person yourself, do not argue with them. You won't win, and even if you do, it won't be fun.

Instead, follow this four-step process to take control:

Empathize: Say, "I’m so sorry you feel that way; if this happened to me, I wouldn’t be happy either." This takes the steam out of their anger.

Accept Responsibility: This is not the same as accepting blame. You aren't saying it's your fault; you are saying, "I personally take responsibility to ensure this matter is resolved."

Ask Questions: Once they calm down, ask questions to find the core issue.

Make a Proposal: Suggest a solution or, if necessary, escalate it to a manager or look into Alternative Dispute Resolution (ADR) with lawyers.

Summary for the Road

To reduce the number of quarrels in your business, focus on clarity. Be clear about what you are promising, how you are delivering, and when it will happen. If you can master the art of setting expectations and getting constant feedback, your business life will become a whole lot easier.

If you’re struggling with a specific customer situation or want a 15-minute sales audit, reach out to me on WhatsApp at 08064662140. You can also join my WhatsApp channel for more business insights by messaging that same number.

Stay sharp and keep building!