How to Deal With The Unsatisfied Client / Buyers Remorse

All businesses have encountered the unsatisfied client.  You make a sale, of goods or services, but somehow get the feeling that your buyer is somehow the “never satisfied” type.  Or, it may be a total blindside.  Yet, you naturally wanted to make the sale.  You know she is in the market for your type of goods or services, so why not make the sale?     Maybe you have a return policy, which is one way of handling the client who can’t make up his or her mind.  However, even the large department stores have cut back on the “return you item free for all” that has gone on for so long, with tighter restrictions on time frames and the need to show receipts.

What if your business offers specialized or customized goods, or services.  Its hard to have your clients just bring them back - especially if you have expended time and effort.  A disgruntled client can “spread the word” about his “bad deal” and you really will never know how far afield his bad press will go.

A key element in avoiding these situations and not interrupting the flow of business is open and honest communication.  That communication should be redundant, and take the form of clearly advertising your return policies, terms of sale, and what they are buying, both on receipts and in the store.  If your goods or services are more specialized, then you need carefully drafted contracts that enable both seller and buyer to clearly understand what the transaction is all about.  Disgruntled buyers who understand that he or she has committed themselves to a deal are far less likely to be unreasonable.

Having a sixth sense about the difficult customer can help as well.  Avoiding a sale may seem bad business, but in the long run you may save money by avoiding negative press in the form of word of mouth.   If you find yourself in a bad situation, meaning you are involved with an unreasonable customer, take a step back and try to give yourself a little time to evaluate what needs to be done, both before entering a deal, or after you are involved. Perhaps an accommodation may go a long way towards soothing feelings and avoid creating a negative relationship.   If it gets too difficult, try to have a cooling off period and put the matter on hold for a day or two if you can manage.  Explain that you need time to evaluate the customer’s complaints.  Always think of the bigger picture and your business’s long term public relations.

Robert G. Ricco, Esq.

Robert G. Ricco is an attorney practicing in Bergen County.  His Office is located at 207 Washington Street, Northvale, NJ 07647, Telephone (201) 660-8722.