Stellar customer service is extremely important for all successful businesses. Returning customers mean more profit. In addition, if a customer is happy, they have the potential to refer a friend. Research suggests an unhappy customer will tell at least 10 people about their negative experience. A satisfied customer may only tell 1 person (if any). Therefore, maintaining good relationships and easily smoothing over miscommunications and misunderstandings is the best route to go. Here are 10 ways to satisfy challenging clients and keep everyone coming back for more.

1. Quick Response. Respond to the client as quickly as possible in order to defuse the match that has been lit and calm the customer down. The longer one festers on a situation, the more it gets built up in their mind.
2. Active listening to a person’s needs and wants is the first step in determining how you can help them. Truly listen to what the challenging client is asking for and you will find your answer to a solution.
3. Let people vent so they get it off their chest and then express sympathy for their current situation. Empathy and understanding can help resolve the issue. When people feel as though they are understood, they have more confidence that they can be helped.
4. Apologize: If there is a legitimate complaint, apologize for it in a simple way. “I’m sorry you experienced that. Let’s see what we can do to make it better."
5. Provide Solutions. Give alternatives to amend the situation. If they’re unhappy with a product, can you replace it? If they’re unhappy with a service, can you provide a discount on the next service or offer a free service?
6. Remain Approachable. It’s easy to get defensive when someone is negatively talking about your work, products, or services. Do your best to remain calm. Don’t take it personally. And look at the situation with an open mind. The more you are open to what is happening, the faster it can get resolved.
7. Breathing can help calm our nerves and reduce stress levels. Continue to breathe so you remain clear-headed to amend the situation.
8. Phone or In-Person versus Email. Ideally, you can have a discussion in-person or on the phone versus over email. Writing can result in words/emotions getting lost in translation. Voice fluctuations provide much more genuine insight to ensure the customer is satisfied in the end.
9. Look for Areas of Improvement. After the customer is satisfied, think about the situation and consider areas of improvement in your future business practice in order to prevent a situation like this from happening again. We can learn and grow from our experiences.
10. The Customer is Always Right. The golden rule of business. Even if they really are way off in their thinking, accommodating them somehow is the ultimate goal. Remember the golden rule and use these tips to ease the challenge.

Know that nothing is ever perfect and there will always be challenges. However, stay clear-headed, calm, and open to suggestions in order to continue to grow your company and maintain excellent customer satisfaction.

Sarah Koszyk, MA, RDN, is a Registered Dietitian and Sports Nutritionist specializing in Weight Management and Sports Nutrition for youth and adults. She writes articles for multiple publications, provides customized nutrition coaching, and is a brand spokesperson. She is founder of Family. Food. Fiesta.Connect with her on Facebook, Twitter, Instagram, YouTube, or LinkedIn.