Let’s start by saying, you love your clients. I repeat, you love your clients.
For the most part, you have solid relationships with your clients, open communication and clearly defined expectations. However, every firm has different type of clients that take up a lot of your time, frustrates the staff, or makes unreasonable demands. Below you can find five types of clients and how you can deal with them.
- The “I’m not really sure what I want” client
This type of client will constantly change their mind. They’ll usually reply with “I don’t know” to most questions and although it can be frustrating, they have no idea what they want. Work with them and together you can find the best solution.
How to recognise: They will say one thing on a call but they’ll have a completely different opinion in an email an hour later.
How to deal: Get everything in writing. Once an approach has been decided upon, reject any major course-correcting.
- The “How much is it!?” client
Whether you refer to it as ‘penny-pinching’, ‘bean counting’ or another way to say that this client is extremely concerned about the budget, it’s important to understand that price transparency is key for this client.
How to recognise: Your rates are fair and justify the product you’re selling. However, they will continue to ask for discounts.
How to deal: Transparency. Think twice before reducing your rates if your client reacts poorly. Create a cost-breakdown and prove that they’re not being over charged and make it easy for your client to see where you’re coming from.
- The “I assumed it was included” client
This client will insist on getting a little bit more out of your team each time you talk, there frequent requests expand the scope and length of the project. It’s a frustrating process, and unless your careful, it can throw your entire week completely off.
How to recognise: You deliver the project on time, and it’s great. As soon as the client sees it, they want to add something you hadn’t originally packaged into the deal.
How to deal: Set strict boundaries around your add-on policy. Make sure your policy is your go-to process, don’t wind up grasping for another solution when confronted by the client.
- The “That’s not what I wanted” client
You know the one, the client that doesn’t really know what they want, but they certainly know what they don’t want, and it’s probably everything your proposing. While many clients understand that good communication is key to a job well-done, some simply aren’t sure how to communicate effectively.
How to recognise: The client relays to you what they want, you deliver it, the client doesn’t like it. They want something completely different, you’re constantly back-and-forth adding new elements to the project.
How to deal: Similar to the “I assumed it was included” client, set out a set of guidelines around your process and make sure the project is clear before beginning. Ask plenty of questions, have the client fill-in an order form and avoid miscommunication.
- The “Is it finished yet?” client
General lack of awareness of space and time surrounds this client. They believe that simply having ideas means the work is instantly completed. Although you may need the business, be careful, taking on too many of these clients might backfire.
How to recognise: They will give you a lot of work and then will drop the bomb-shell, they need it in 24 hours. What!?
How to deal: Be upfront and honest. Can you handle this turnaround? Do you have the resources? If the client expects the impossible, take the time to educate them back to reality.
No matter what types of clients you have you can manage them with Holded’s CRM platform. Manage your leads with personalised sales funnels, and access your client’s information at any time.
Hospitality Training Blog By Niaz
What does “type of customer” really mean, and how do you recognize the differences between the various types of clients? We collected and compared our experiences, summarizing 7 different types of customers.
What does “type of customer” really mean?
Different customers can have similar characteristics, such as interests, appearance, shopping behavior etc. So we can divide them prototypical into customer segments, or “types of customers”. Of course each customer is unique, but classifying the different personality types can help understanding the various types you may encounter.
Here’s a list with 7 personality types and additional advice on how to handle each one of them:
Doesn’t matter if calm and quiet, or confident and loud – negotiators always want to bargain. If you’re dealing with them, know that a common objection is to bargain your price based on a cheaper competitors offer. But most of the time they want to bargain as a matter of principle.
How to deal with a negotiator: If you have room for negotiation, go on as long as you don’t harm your selling principles. Sometimes negotiators will get unpleasant and keep asking for more until they are certain they will not get more. The negotiator seeks to beat you down, no matter how good the deal is. Don’t get lured into any discussion and argue calmly and professionally. Stay confident and point out the good quality and performance of the product. Make it clear if you don’t want to bargain and move to a close.
The well-informed are confident. They will walk directly towards you, giving you a firm handshake. Although they already seem to know everything, they expect professional advice from you. Often their decision to purchase is based on how the product reflects their social status.
How to deal with the well-informed: It can get quite exhausting dealing with a know-it-all. But, power comes from inner peace. Even if they already seem to have formed an opinion, provide them with precise information. Acknowledging their competence will comfort them. If their idea is false try not to lecture them as this will make them uncomfortable and perhaps even angry. Small talk might not be appropriate in this context. Instead suggest products without trying to persuade them in their final purchasing decision.
The Annoyed One
Every once in a while you have to deal with customers who complain about almost everything. Whether it’s the high price, the bad quality or the unfriendly seller- there’s nothing really you can do to please the customer. They’re just always irritated.
How to deal with the annoyed ones: A way to handle these types of customers is to impress them with expertise. Also you’re able to ease the customer’s mind with the right balance between problem solution, approval, politeness and courteous treatment. When getting the feeling of being listened and responded to, you’re eventually able to convince them. They might even flash a smile!
The Suspicious One
Suspicious customers will not hide their mistrust of products and advertising. They’re one thing above all: critical. They will gladly let you explain everything and surprise you with a strong opinion and knowledge.
How to deal with the the suspicious one: Don’t interrupt them, make them feel that they are taken seriously. You need to seek confidence and show them that they are in best hands. Assure to provide reliable information and convince them with great expertise. Everything else will make them even more skeptical. By finding the source of mistrust in a particular product (e.g. supposedly high electricity consumption), you can invalidate the presumption with facts and give proof to clear his misunderstanding. Giving out product data sheets is a good way to convince the suspicious type.
This type of customer can be very pushy as he wants to know everything.
How to deal with the questioner: Firstly try to find out if they really intend to buy. Perhaps they already ordered the product somewhere else and just want a free consultation. If you don’t think so, stay friendly and patient as always. Even if questioners are not buying right away, your patience will be remembered.
The Ones Who Agree On Everything
These customers are reserved and act shy. They will say “yes” quickly. At the same time they’re overwhelmed and feel that they’ve been taken by surprise. The sales conversation is a stressful moment for them. Sensitivity is required here.
How to Deal With the Ones who Agree on Everything: Keep talking calmly and in a non-binding way. Otherwise they will feel pushed into a corner quickly and obliged to buy. You’ll probably won’t sell to him a second time when he gets the feeling he needs to buy, simply to get out of the situation. So try not to turn this customer off by letting him feel like he’s being sold to. Make sure you ask open questions to find out about the customers needs and preferences. Give him the time for consideration and leave him in the meantime. Let him approach you for his final purchase decision.
These are the customers who aren’t really sure about what they want. They’ll give you short, indecisive answers, saying things like “maybe” or the dreaded “I don’t know.” There is a lot going on in their head. Numerous questions show that they are considering whether to buy or not to buy.
How to Deal With the Indecisive: To convince them, they’re going to need a little, or a lot hand holding. Learn more about them, they’ll probably give you enough to help you lead them down the right path. Educate this type of customer on why your product is the best one for them. Support their final decision a few more times by approving the purchase.
Bear in mind, that most people are going to be some sort of combination of these customer types. However, understanding each type and how best to approach them, will help you attract all of the personalities and hopefully close more sales.
Edited by Mir Niaz Morshed
In your career as an event planner you will have come across a whole range of clients. Most will be a pleasure to work with. Some less so. But as a professional, you always make the relationship work no matter what. Well done you!
We’ve rounded up the more common client types that you may have encountered. Share your stories with us via Facebook or Twitter.
Client Types & How to Deal with them
The Unsure Client
Hard to tie down to a decision, changing their minds regularly for no reason, flighty and fickle to the last, the unsure client needs you to take control. They can’t decide if they want cabaret seating or theatre-style; a finger buffet or a banquet; a live band or a keynote speaker. It’s up to you to make decisions, put them in writing and get them signed off. This way everyone will be happy.
The Grumpy Client
Nothing is quite good enough for this client. They are constantly moody and unenthused, even when you pull something spectacular out of the bag. Expect constant grumbles, occasional tuts, and a frown that never turns upside down. Never fear though, beneath that tough exterior is a big softy.
The Impatient Client
With apparently no concept of how long things take and the pressures you are under, the impatient client wants things done NOW. You will be expected to drop everything to accommodate their requests. The best way to deal with this type of client is to remind them of time frames and schedules with regular email updates.
The Bargain Hunter Client
Budget-conscious and with a penchant for bargaining, this client will pinch every penny. Be prepared for them to encourage you to slash costs, cut deals, throw in extras in order to keep them happy. Dealing with a Del Boy can be disheartening: it’s all too easy to feel that they are undervaluing your skills and the effort you put in. However, stick to your guns and believe in your abilities. The best way to deal with this client is avoid bartering and lock in the exact budget and what’s included from the start.
The Demanding Client
They know what they want and they expect to get it. Forthright, blunt to the point of rudeness, the demanding client will make requests and expect you to jump. They tend to have a singular vision and be set upon it. With no respect for processes and protocol, they will interfere with your planning, contact you at all hours and not let up until they are wholly satisfied. Cross them at your peril!
The Excitable Client
Everything you say is exciting to this client. They will enthuse, wax lyrical, delight in the details as you share your plans for their event. Feed off their energy and make it your aim to get attendees as excited as they are about the event.
The Picky Client
You aim to please and pull out the stops to offer only the best possible options to your client. The crème de la crème of catering, flowers, lighting, entertainment – yet still none of them are quite right for the picky client. Colour schemes are off, promotional tweets are the wrong tone, the menu too plain or too ambitious, the music too uptempo. You have your work cut out but remain patient and remember it’s them not you.
The ‘Do-Whatever’ Client
Ultra-relaxed to the point of not seeming to care, so laid back they’re practically vertical, this client is more than happy to leave decisions to you. They are likely to refer to you as ‘the expert’ and say they trust your decisions completely. Client input and feedback are essential parts of event planning, so try to get them excited about the event and inspire them to contribute.
The Angry Client
Every now and again you get an angry client. There is very little you can do about it. If a problem materialises or if the client is simply having a bad day, you will see their angry side. Run for cover! Not really. When dealing with an angry client, it is vital you remain calm. Let them vent, listen carefully and then come up with a solution.
The Perfect Client
You and the perfect client just click. You share the same vision, have similar senses of humour, get on like a house on fire and bring out the best in each other. They appreciate your efforts; you appreciate their confidence in you to deliver. Congratulations you have found the perfect client. Keep them!
20 Bedford Way – a perfect Central London Venue no matter who your client is
No matter who your client is or the demands they throw at you, 20 Bedford Way is a venue that has it covered. As well as state of the art facilities, our expert team are here to support you. To find out more about our range of conference and event spaces contact us on 020 7612 6143.
If you have a difficult client or are experiencing stress as an event planner then read our guide to dealing with stress. It is written for event professionals by event professionals.
Header image from Mississippi Department of Archives and History via Flickr.
by rachael / last updated November 12, 2014
Wouldn’t it be great if all of your clients were happy-go-lucky, easy to please characters who you just clicked with? The reality is you’re going to come into contact with all different types of salon client. These are some of the challenges you are going to face.
1. The shy client
You’re going to need to coax this client out of herself a little and that might be easier by taking her to a quiet part of the salon or even a VIP room if you have one.
Mirror their personality by speaking quietly – you don’t want them to feel overwhelmed – and start to point out their features to make them feel good about themselves. If you can find a topic that they are interested in, that can be a great way to get them to open up.
2. The angry client
No matter how good a hairdresser you are, you are almost certain to come into contact with the angry client at some point in your career.
Remember that it might not be you that made them angry – you may just be a straw that broke the camel’s back on a bad day – so take them to a quieter area of the salon and try to figure out what is bothering them.
Your best tactic for handling angry clients is to let them talk (or shout) and don’t interrupt them too much. If you remain calm, empathise with them and make it clear that you are eager to resolve the problem it usually goes a long way to helping them leave the salon in a better place.
3. The client who is unhappy with the result
This probably means you didn’t do as good consultation as you should have done, so when the problem is resolved take some time out to think about what you should have done differently.
In terms of dealing with the client, do not act defensively as that will aggravate the situation. Listen to why they are unhappy and offer solutions to improve the result. If a client is really cross or upset the best solution may be to let them leave and give them a follow-up call the next day to see what they would like to do. Sometimes you will need to give the unhappy client a free service or alternatively offer complimentary appointments to resolve the problem. This needs to be done on a discretionary basis.
4. The impossible-to-please client
You just need to do the best that you can for this client and make sure you have tip-top communication skills so they know exactly what they are going to get. Listen to them, discuss what it is that they want and ask them to bring pictures in so that you can really understand what they have in mind.
If you really feel like you can’t please this client, you might need to hand them over to an alternative stylist who you think they would be more happy with, but you’ll probably find that it’s a personality trait and they will have all the same issues with a new stylist.
5. The hearing-impaired client
Most hearing-impaired clients have fantastic lip reading skills so position yourself in front of them and speak slowly and clearly.
It makes sense to use visual aids with hearing-impaired clients and if necessary you can always write things down to clarify.
6. The visually-impaired client
If you have clients with sight problems, your biggest priority is to create a trusting relationship and try to get a feel for how the salon experience would feel from their perspective.
This is when your communication skills really need to come into their own. You’ll need to speak very clearly and tell them exactly what you are doing throughout the process and describe how they look. When it comes to moving between the styling station and the backwash, don’t assume they will need you to guide them, but make sure you offer in a sensitive manner.
7. The client who speaks another language
Ideally, you’ll have a multi-lingual colleague who can help you out! If you aren’t that lucky then you’ll need to be creative.
Using magazines or iPads as visual aids can help to get an understanding of what they have in mind while hand gestures, body language and simple universal questions will make you realise how much you can say without words.
With thanks to Sally Montague, Sally Montague Hair Group; Scott Smurthwaite, Cream Hairdressing; Anthony Licata, Mahogany Hairdressing.
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How many times do you find yourself saying about your sales position: “This job would be great if it weren’t for all the darn customers.”
It seems that there are no number of positive interactions we can have with happy, loyal, clients that cannot be undone by one intensely negative experience. There is no way around it, a customer gone rogue will ruin your day.
However, there are strategies to use on specific types of bad customer behavior that will allow you to reduce the stresses associated with even the most troublesome interactions. Fundera has assembled 11 archetypes of some of the most fearsome or worrisome characters you may come across in business. Below they offer ideas on how best to approach each type including the knit picky, the indecisive, and the just plain aggressive.
Some of the major takeaways include:
Don’t take it personally: usually a customer is working on their own issues. You don’t know where they are coming from.
Be calm: difficult though it may be, it never hurts to be polite, precise and professional.
Listen: Usually a perturbed customer just wants to be heard. Often they feel they are being treated unfairly. By listening and demonstrating your understanding, they often are quelled.
Keep creative solutions in your back pocket: There are always ways to help customers come around. Offering discounts or improvements to service. Keep a couple of strategies prepared, just in case you face a difficult customer.
Unfortunately the types of customers we deal with regularly are often not under our control. After all, there is money to be made and not all clients will be stress free to work with. While under some circumstances it is possible to make the case that some customers are more trouble than they are worth, if you stopped fielding calls from those like the ones below — with their annoying quirks — you might find yourself without many clients at all.
A critical part of running a successful business is managing customers. If customers are served properly and they leave your business premises happy and satisfied, your business can grow and continue to succeed. However, if customers leave upset, it can really hurt your business and bottom-line.
You probably already know this and have set up policies to ensure the highest standards of customer service in your business. But some customers can be difficult to handle. Some customers will be rude to you or your employees. Others will argue and demand they are served a certain way. Some may even be downright disrespectful and abusive. Whatever the case may be, you need to stay calm and handle difficult customers in a professional manner that protects your business and brand image.
So, how do you manage difficult customers and protect your business reputation?
How to Deal with Difficult Customers
According to online financing company for small businesses, Fundera, you can prepare for and navigate any situation coming your business’s way with the proper strategies and tactics.
“Identifying which customer type you’re dealing with is the first step to successfully handling the incident, writes Meredith Wood, Editor-in-Chief at Fundera, in a post on the official company blog.
The New York-based online lending company lists some common types of difficult customers a small business owner may encounter and offers handy tips to handle them successfully.
1. Indecisive Customer
This type of customer can’t seem to make a decision no matter how many questions they ask. The thing to do here is acknowledge the indecision. Avoid being pushy, says Fundera. Instead, help the customer make a decision by offering facts and possible best solutions for their needs.
2. Highly Critical Customer
Critical customers can be a huge challenge. They seem to know it all and are very critical of your suggestions. Be patient and attentive, advises Fundera. Don’t take anything personally. Use clarifying statements, weaving in new information and ideas about the product of which they are being critical.
3. Aggressive Customer
Now, this type of customer is angry and feels their needs should be prioritized above all others. Stay calm and don’t argue with them. Avoid responding to their outbursts or arguments in an agitated or emotional manner. Instead, show you understand. Then look for alternatives and offer other solutions.
More Tips on How to Deal with Difficult Customers
Check out more tips to manage other types of difficult customers and deliver superior customer service each time in the insightful infographic created by Fundera and shared below.
Remember, getting your customer service right the first time can give you an edge over competitors and drive more profits to your business.
Even if the ink on your real estate license is barely dry, you’ve probably experienced a challenging real estate client. If not, you will soon enough. Learn how to recognize these clients and, more importantly, how to handle them.
The most common types
Here are eight types of difficult real estate clients that you might encounter:
- The historian. This client knows the real estate history of every home on the block — how long it was on the market and what it sold for, along with all of its faults. After a while, the constant “But three years ago my neighbor sold his house in a week!” references get tiresome.
- The know-it-all. This client knows more about real estate than you ever will, and they aren’t afraid to let you and everyone around you know it. That license you have? Pfffffft, it means nothing. Fifteen years of selling real estate? So what? It doesn’t matter how many years you’ve been selling real estate or what kind of team you surround yourself with. This client knows everything there is to know about real estate and they won’t let you forget it.
- The over-analyzer. This client questions everything you do, say or even think. They want daily updates on showings, number of online views, and your marketing plan for the property. They call you six minutes after a showing wanting to hear the feedback. They overthink everything, from the placement of a sign rider to the font you use on your flyers.
- The reality TV junkie. If a client starts a sentence with something like this, “But the agent on HGTV said…” then you’re probably dealing with a reality TV junkie. This client is similar to the know-it-all client, only worse. Their knowledge of real estate is gleaned from watching hours of HGTV. After only two episodes of “Income Property,” your client insists they can purchase a home with little down, then flip it and make a killing. Do you sell higher end homes? Is your client is a fan of “Million Dollar Listing”? Good luck with that.
- The non-listener. You’re two weeks from closing. The appraisal is in and looks good. Inspection is over, repairs are negotiated and being completed. Title says everything looks good. This closing is in the bag. Then your client pulls up in a brand new shiny car. They exclaim, “Isn’t she a beauty? We got a ridiculous financing deal on this baby!” Don’t they remember the repeated conversations you had with them about not entering into any financial transactions prior to their mortgage being processed? Vaguely. “So buying this new car could screw up getting the house?” they ask.
- The low baller. This is the client who says, “I know it’s listed for $350,000, but let’s offer $225,000!” Yeah, good luck with that.
- The social animal. You arrive at the showing knowing that “this is the one!” You turn on all the lights, sweep some dead bugs out of the kitchen, and even pull a couple of weeds in the lawn. Then you see what appears to be a presidential motorcade coming down the street. Car after car turns the corner, only to stop in front of the home you’re showing. “I brought my parents, siblings, some friends and a couple of cousins to the showing. Hope that’s cool.” Mom, naturally, hates the place. Dad just grumbles about how overpriced the home is. The third cousin’s children are running wild throughout the house.
- The delusional. Ninety seconds into the listing presentation you hear, “We have the nicest home on the block.” Run away.
How to handle them
So, how do you deal with these challenging clients? You have three options:
- Make the best of it.
- Talk it through.
- Fire the client.
The first option might be the simplest solution, but it’s also the most unhealthy. Selling real estate is a stressful job; you don’t need the additional baggage that comes with dealing with a difficult client. If closing is days away and you’ve tolerated the client so far, riding it out may be worth it. If you are early in the process though, consider talking it through.
Believe it or not, your client might not realize they are driving you mad. Ignoring the problem just contributes to it. Make an appointment in a neutral setting (a coffee shop works well) and be open and honest with your client. It won’t be an easy conversation, but laying out the ground rules and expectations for both sides can go a long way toward alleviating issues.
What if you’ve done everything you can to ensure a peaceful coexistence all to no avail? Firing a client is never fun, but sometimes you just don’t have a choice. It’s usually better for both you and the client to part ways at this point. Do it professionally, offer options, and make sure the client knows it’s not personal. Sometimes people just aren’t a good fit for each other.
Note: Consult with your broker before firing a client. The broker is liable for your actions and should always be informed before a situation gets to the point of terminating an agreement. There could be legal issues you aren’t aware of that impact how and when you can let a client go. Get your broker involved before it gets to that point. They probably have advice for how to deal with this type of situation. Take advantage of that advice; it’s part of why you pay them.
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In making customers more successful CSMs play a very important role. Customer segmentation helps CSMs in managing customers, since it gives a clear picture about the customers who need the most attention, depending whether they are red or green(on the CS dashboard). Through customer communication, CSMs get to know about customer satisfaction with your product or service. A CSMs role is a customer focused role, they have to understand the customer needs and define them clearly. The prime requirement to do justice to this role is the ability to listen. Listen to both – complaints and compliments.
Customer satisfaction survey questions for the service industry are very important. It helps the company identify its loopholes and improve its shortcomings. Customer service skills come in handy in dealing with any type of customer.
This infographic offers five common types of customers a CSM will come across, and tips on how to deal with each.
1. Potential Customers
Customers who just learned about your product and may be considering purchasing yours.
How to Deal: Show them what your product does clearly and how they can directly benefit from your product. Put in efforts to generate interest in your product, so that they end up selecting your brand.
2. Repeat Customers
These are the most loyal customers – the ones who have already seen value in your product and want to continue using it. Customer loyalty is a result of a great product and extremely good service.
How to Deal: Make it clear to them that you value their business and find ways to add greater value. Make use of every opportunity to understand their needs and introduce them to features in your product, which simplifies their work.
3. Ready-to-Buy customers
These are customers who have basically made the decision to purchase from you.
How to Deal: Make the purchasing process as seamless as possible. A complex or lengthy process could cause the customer to change their mind.
4. Bargaining Customers
They are always trying to negotiate for lower prices, discounts and better deals
How to Deal: Identify the lowest price you are willing to offer beforehand.
Do not go below that price, hold your ground and show them how your product is worth more than its price.
5. Indecisive Customers
These are customers who say that they really want to buy your product, but they keep putting it off for later
How to Deal: Emphasize what makes your product different from competitors. Consider giving them a limited time discount or offer to push them to buy. Draw them out of their indecisive state by making them realize how they can really benefit from your product.
An essential criterion to attain success in business is to possess the ability to be flexible while dealing with different kinds of customers. However, it is easier said than done. Anyone who has ever dealt with customers knows that one cannot apply the same technique to deal with different customers.
This is because customers differ in personality, style of communication, thought process, behavior, and method of making decisions. It is imperative for you to recognize the characteristic social style of individual customers and approach them accordingly. By adapting your approach as per the customer’s style, you can enhance your chance of achieving successful business outcomes. The more adaptive you are, the better will be the results.
But before doing that, you must gain insight about the different types of customer social styles and understand how to tackle them. Let us first get an idea about customer social style.
What is customer social style?
Customer social style is the approach followed by customers in their interactions. It is their most natural and comfortable way of dealing with people.
Customers can be divided into four personality types: Amiable, Expressive, Analytical, and Driver. Though a customer may display traits of more than one type, eventually it is just one personality style type that dominantly defines his/her behavior. Each style can be recognized by its unique characteristics involving language, thought process, and approach to business. You have to recognize the finer points of each type to be able to handle customers better.
- Amiable Social Style
Customers who possess an amiable social style are agreeable, supportive, responsive, friendly, soft-spoken, and people-oriented by nature. For such people – team work, co-operation, acceptance, and respect of other’s opinion matter a lot. They focus on developing relationships before they indulge in business. Amiable customers may need time to build rapport, but they are quick decision makers. Such customers conduct business with people whom they consider to be trustworthy.
How to tackle amiable customers?
The best way to deal with customers having an amiable personality is to establish a personal relationship with them. Engage them in a lively chat before getting down to business. If you are providing customer support to an amiable customer, emphasize on why your solution or product will meet their requirements. Being agreeable and pointing out low-risk solutions is a good approach to win over such customers.
- Expressive Social Style
A stereotypical expressive social style customer displays enthusiasm, assertion, spontaneity, responsiveness, and creativity. Such customers are charismatic, confident, and engaging. They love to talk a lot and possess strong persuasive skills. For an expressive customer, building relationships is a means to gain power or recognition. They are impatient with details but are happy to focus on the big picture.
How to tackle expressive customers?
People with an expressive personality tend to be slow in making decisions. It is best to deal with them patiently and discuss all aspects of the product/service without going into much detail. Ensure to summarize the main points and present them concisely to draw the complete picture. Also, remember that such people tend to buy products based on the recommendations of people they know. Therefore, keep your best testimonials at hand while dealing with expressive customers.
- Analytical Social Style
Individuals with analytical social style are cautious, rational, thoughtful, and serious. They focus on facts, statistics, and detailed information. Such customers tend to ask many questions but remain reserved in their interactions. They like to follow standard operational procedures and conventional methods of doing things. When making decisions, analytical customers prefer to make informed decisions based on their own judgment and hard facts.
How to tackle analytical customers?
In order to deal with analytical customers, you need to be ready to provide clear and detailed answers. They prefer data, information, or instruction to be presented in an organized manner. A good way to impress such customers is to use specific examples to explain your point. Allow facts to speak for themselves, even as you explain the pros and cons of anything in a systematic manner. Do not forget to offer background data that might help them in making their decision.
- Driver Social Style
People having the driver social style are smart, determined, focused, direct, and action-oriented. They prefer things to happen at a fast pace and lose patience with too much detail or a longwinded answer. Drivers are independent and assertive and do not take much time to make decisions. For them, getting a brief overview of any product or matter is enough to make up their mind. They love to be in control and do things their own way.
How to tackle driver customers?
While dealing with drivers, always be professional and efficient. Since they value time and are task-oriented, try to identify their objective and provide to the point solutions. Steer clear of making small talk with them or providing irrelevant details. Instead, try to convince them with facts and logic. Be concise and relevant in order to appease such customers.