There are many reasons why a customer might complain about your taxi business . Even if you offer the best service you can, it is always a possibility. As a business owner, your priority should be to keep all types of users in your niche happy. In fact, customer satisfaction is directly linked to loyalty, which can give you the boost you need.
Similarly, if a customer really likes what a company offers, they are likely to recommend it to other people. By giving away free advertising you will provide what is called “word of mouth marketing.” The elephant in the room here is, that customers are not always happy. It is at this point that you need to be prepared and we will tell you how.
Facing the reality of customers
Having the preparation and patience to deal with difficult situations with customers is extremely valuable. Because you may encounter anything from justified complaints to rude comments without reason. There have even been problems that end in physical attacks on drivers. You cannot allow people to disrespect or attack your team members.
But how do you know what reaction is appropriate for these circumstances? If you don't know the answer, no problem, we have the tips you need. Read on to learn how to handle difficult customers and the types you may encounter. These practical tips are a series of simple steps to follow, to prevent the situation from becoming a nightmare.
How should your taxi business deal with these situations?
As business owners, we spend our time praying that we don't encounter a disruptive client. Unfortunately, the chances of them happening to you are higher than not. The way you manage and react as a boss or your employees could make a difference. Especially in this 4.0 era where it either goes smoothly or it turns into a social media cancellation.
Regardless of the type of customer they may be dealing with, a taxi business will need to know how to deal with them. Even good customer service can turn difficult customers into loyal ones, according to Harvard Business Review. If they come to you with feedback about something that needs improvement and they feel that it has been addressed, you will earn their respect.
5 types of clients that can be a headache
Let's think about it, what is your dream client? They are polite, they come knowing what they want, they are punctual, they communicate and they are realistic with their demands. Because perfect clients are not common, you have to be prepared. So, here are some of the most common types of difficult clients, plus some signs that will help you identify them.
Those who always have something to say
It's perfectly normal for customers to have both good and bad comments about your service. Although you will always find those who are extremely picky, no matter how small the problem is. These customers are difficult to deal with, because they can get upset with their driver for things beyond their control, such as detours due to an accident.
Those who have a hard time deciding everything
When a person is insecure, it is often difficult for them to make decisions and it becomes difficult to serve them. They usually ask a lot of questions about every detail or step of their reservation. It is not that it is bad to ask, since if you pay for a service in a taxi business you want it to be as efficient as possible.
The one who knows more than you about the business
We can say that the know-it-all customer is certainly much more annoying than the previous one. They have something to say about their drivers, their service and even express themselves about their niche. They tend to be dominant and even very stubborn when it comes to establishing a conversation. For example, if the driver sees in the app that there is another better route, he becomes defensive and may even argue.
The one who is always in a hurry
When you come across impatient clients, there is one characteristic that they always have: they are unrealistic. They want their reservation right away, the route to be short and to be handled quickly, among other demands. Unfortunately, with this type, you run the risk of losing them as clients if you do not serve them or please them immediately.
Those who need more care
This is at the top of this list of clients, they are the ones that appear on social media and can create a serious problem. Aggressive clients are the most rude, arrogant, verbally abusive or even physically abusive. Those who are less intense with their reactions usually at least raise their voice.
How to deal directly with these customers?
No matter what type of person on the list above it is, the way to deal with them is pretty much the same in all cases. The main thing is to find out what the unmet need is, or what they think their unmet need is. Here are some tips that can help put them at ease.
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Listen carefully, from the first to the last, to the need to have a conversation.
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Staying calm is vital, we know it can be tempting to defend yourself, especially if they are being aggressive. Try to maintain a calm posture, if it is an in-person conversation be aware of your body language.
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Maintain empathy; you can convey it with phrases like "I understand that that bothers you" or "I understand that you expected something else."
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Always use an appropriate tone of voice. Great customer service depends as much on how you say something as on what you say. To avoid misunderstandings, keep your tone of voice firm.
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Don't take anything personally, if you let it hurt you, you're less likely to follow the advice above. Customers aren't upset with you, they're complaining about the service and it may not be justified.
The customer is right, but not to disrespect you
If you master the tips above, you'll be prepared to take on even the toughest customers. You'll need to help keep customers happy by making sure your drivers are punctual and friendly. Keep good reviews by serving everyone with these tips, but remember, your taxi business deserves respect too.
