There is no Box in which there are no athletes, or members, who constantly complain and complain about everything. Let’s say immediately that negative criticism is often taken on the personal, but when working in a service company, criticism is almost never addressed to our person.
The individual who criticizes, does so because he often finds himself in a situation of personal distress and he needs someone to act as a “mattress”; it doesn’t matter who this person is. In general, things that are discussed are related to issues such as that the locker room is not very clean or that the trainer started the class late or that the day before had to wait 10 minutes before taking a shower and was late.
These situations, which are on the agenda, are actually challenges that allow us to further improve the level of service we offer. When the customer refrains from protesting it is because he has already decided to use someone else. If you don’t listen to his criticisms he will think “you won’t see me here anymore”.
Even a thorny dialogue can prove to be an excellent starting point to acquire a new experience or to verify what is already known. But what should we learn?
- that you should not take everything personally: you will have the sole result of having a face full of anger and what would be the consequence?
- that it takes patience to listen to someone who is shouting
- that there are certainly aspects of the Box that do not satisfy the customer and therefore the best opportunity to discover and improve them.
- that it is important to be sure of oneself since the angry customer tends to make up even more if he perceives you as weak
- that it is necessary to know how to calm agitated souls and that to do it well you need to practice a lot
A customer can claim and be angry for example because
- his expectations did not occur
- he was already irritated for his own reasons
- he is tired, stressed, frustrated
- he thinks nobody ever listens to him
- he suffers from victimization and is convinced that everything goes wrong
- some of Box’s collaborators made promises that were not kept
- some of Box’s collaborators treated him rudely
- has received conflicting information from people who collaborate with the Box
- he thinks he is not properly heard
- he is embarrassed because he is afraid of making a mistake (his ego)
- you are not experienced enough to solve your situation quickly and accurately
How to deal with a nervous and “complaining” client?
he expects to
- to be taken seriously
- to be treated with respect
- to see that we are dealing with him
- to clarify the problem and prevent it from happening again
to be heard
There are several techniques for solving this type of conflict, but for today we stop here.