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Three Basic Steps to Managing Dissatisfied Customers

Three Basic Steps to Managing Dissatisfied Customers

Do you know what the three most common objections you face are? How can dissatisfied customers be managed? The approach you choose affects all of your performance.

Sometimes sellers react to objections like insulting themselves: “What do you mean this is not the right time?”, “This product is not very expensive, only you think about it wrong.” This is a mistake. You should avoid digging further when you are in the well. Managing dissatisfied customers is actually a process. It’s not just about finding answers to problems.

Here we will look at these three steps to manage protests in detail.

Encouragement and questions

When you are protested that your product is “too expensive”, your most basic instinct as a solution is to spend from the profit of the transaction. That sounds like a lot, but it’s still too early for business. The first thing to do is to provoke a protest and ask a question.

This may sound crazy, but you need to rely on this objection and say, “Tell me more about it, are you worried about the real cost or are you worried about the long-term effects of this cost?” Encourage your dissatisfied customers. Give the conversation space to progress so you can have more information as the transaction progresses.

Managing protests this way will increase your credibility. When you defend yourself quickly, it seems that you are either not listening (at best) or trying to deceive the person (at worst).

On the other hand, encouragement and questions make you look confident and fearless. This approach also helps you to better understand the main objections and concerns of your potential customers.

Three Basic Steps to Managing Dissatisfied Customers

Confirm and provide answers

When you are asked one or two questions for further explanation, reiterate your objection. for example:

“It seems that this strategy was not included in your initial budget. This budget is not available to you. Your group has earmarked this budget for other projects, and this project is not one of them. Did I get it right? ”

This is called verification. Dissatisfied customers know that you are expecting to hear more from them will increase your credibility, in addition to implicitly allowing you to take the next step.

Answering a budget objection (or whatever) is what you are trained to do. In this example, you need to know how to justify your solution and help your dissatisfied customers to make it better than other solutions. It is possible by acknowledging the impact of the short-term budget and then creating urgency by explaining the ROI[۱] Start long term.

Consider this example: “There is no doubt that this affects the short-term budget. This budget should be withdrawn from other projects. I know that it is very difficult to accept this work at this stage. However, if we consider the next few months, we believe that the positive effects of this strategy will be felt, and if we consider the next 6 to 9 months, the ROI points will be very much in your favor. Therefore, I suggest that you review this strategy against other strategies in that time frame. Do you think this is not logical? ” Now you have created something that your strategy may seem more attractive. It is now up to you to help him understand it or not.


You provided a response to the protest, but your work is not over yet. Employers do something else: they check. The study means saying something like this: “You raised the budget issue and we discussed short-term challenges and long-term benefits. “Obviously we did not reach a final conclusion, but it seems that you have considered the priorities of many solutions. Do you want to continue the discussion or do you have another question in this regard?”

Three Basic Steps to Managing Dissatisfied Customers

This step covers all the long-term considerations of dissatisfied customers and reinforces the progress you have made.

To improve your protest management skills, make a list of the 5 protests you face on a regular basis. Write down each objection and then find a few questions to ask for a full understanding of the subject. Use these protests to practice the process out loud with a colleague. Until you practice, you will not realize how tempting it is to go straight to the point of providing and staying in the questioning and approval steps.

You now have the information you need. This skill is obtained by moving between these steps. You need discipline to focus on listening to your dissatisfied customers and understanding them. People are grateful listeners, try to be one of them.

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