Its a beautiful and bright Saturday morning, im bright early, feeling awesome to start my work, a last minute debrief with my team reveals:
- Delivery van - check.
- Equipment status check.
- Staff, all present- check.
- Time , very early - check
- Directions - check
✅ Overall status - Very good
✅ Projected work flow - No hiccups
I have been organising events for a number of years now and with this kind of experience i can say with certainty its become like a piece of cake for me, the kind that slides down your throat without salaiva!
But one thing is sure when you are in a service oriented business. You should be a people pleaser! Sometimes you will even stoop low to kiss ass - the adage "customer is king" in my opinion is highly overated. Some customers should be likened to bridezillas on steroids but i get it and i understand, i want the best service that my MONEY can afford too! And as a provider God knows that i want what's best for my customer. I say to the guys i work with "if you are not going to do the work to the best of your knowledge don't do it for pay" when this is hammered long enough! You see results - you see them going an extra mile to serve with an aim of satisfying the customer.
We are of different temperament! That we know all to better, and so we keep an open mind - i have taught my guys to keep to be cautious, to listen, not to argue and to sometimes do what a client requests over and over again if it's doable. They just want to have an upper hand and show you that they can control you! It doesn't make you less of a human being to let some dominate on you to achieve your goal if anything you become a better person!
Without further ado, let me introduce you to my list of client types and how to deal with them.
1. The know it all
The know all it has the solution to everything you are trying to do, this type will actually google information before hand to try and out do you! While infact in most cases they are misinformed and don't know what they are talking about. It's only when nothing of their "offered solution" seems not to work that they then turn to you for the real solution.
The wisdom of quietness applies in this kind of situation and acting a fool becomes your best play. A back and forth argument irkes them easily. You want them to have a dominant position in this situation and try to let them in on your solution by making them believe 90% they solved it.
2. The VIP
I believe we've all come across this type, he deserves preferential treatment and demands it. He feels bossy, entitled and believes, even the minutest of problems should be handled by the one in charge. We have all heard them shout at the top of their voices "i demand to see the manager" making a huge scene out of something seemingly small. Some will even call you a peasant and wonder how lucky you must be to serve them.
I didn't believe such people existed but now i know! What do you do when you encounter such people? (Slap the hell out of them) yeah, this is how you feel right? Atleast in your mind. But you would get sued and lose your job. Instead, play cool, make them understand that you are qualified to solve their problem and there would be no need to involve the manager. Calmness is your best play - derail them by massaging their ego (by adressing them as sir or with any such crappy title) as you try your best find a solution.
3. The angry one
This is one is angry even before you say hi, this is the type that believes you have ganged up with his own family to finish him (mind you, don't even know them).
I met one a while back whom after i said hi, mumbled something that sounded like the *MF word. I thought some screws were missing up there!
This one is hard to please, nothing you do seems to make them happy do your best and don't expect any positive feedback from them.
A prayer and a call for help from above is your better option to this situation. Cool, calm and collected applies - you would rather have a partner that has these qualities deal with this client because if you are a person that fires up quickly then blows will exchange. Be cool
4. The good one
This client is the best, they just want their problems fixed. They do not even shadow you when you are trying to find a solution for them. They will give you time and actually try to cheer you up in motivation to help you succeed.
While every customer is important to help you grow your business you should always prepare your self in advance not to fail. By making sure your equipment is in order, showing up hours earlier in your location and a staff that is well trained to deal with these different types. It shows them that you are a dedicated person and when a problem arises, they give ample time to find a solution some will work with you to find it.
The world is full of people who would wish never to pay for anything some try to find a very flimsy excuse not to pay you but by giving no such chance you gain an upper hand and ensure growth in your business.
*ps the story above show the level of preparedness in my work, believe me - we have a 98% success rate. Google maps sometime lets us down.