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How to Manage Your Customer’s Stress

How to Manage Your Customer’s Stress

You’ve probably heard the old joke, “How many psychiatrists does it take to change a light bulb?”

Answer: “Only one, but the light bulb has to really want to change!”

The same can be said for managing other peoples’ emotions. A person’s feelings are under their own control, and our attempts to intervene can only do so much.

But it’s that little space of “so much” that might make a difference in the stress level of your customer.

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If you’re a contractor or home improvement specialist, you know well the stress your client is under as they watch their home being torn apart and wait for their lives to be back to normal.

However, if you’re a business person of any kind who deals with customers, the following tips on how to help manage your customer’s stress are meant for you.

Recognize signs of stress.

It’s helpful to notice when your customer is first starting to feel stressed. Hopefully, you can head off the full-blown stress stampede at the pass and keep things calm right away.

Look for the following signs of stress:

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  • Anger. Is your customer starting to get short with you? Are they interrupting you? Is his voice getting louder? Is her face getting red? Try not to get defensive, just notice that your customer is likely angry because they are beginning to be stressed and utilize one of the interventions below.
  • Anxiety. Do you notice that your customer is starting to fret about things? Are they asking a lot of “what if” questions? They might even tell you directly that they’re nervous. Anxiety can be a good indicator of stress.
  • Calling (or emailing) you constantly. Your customer might be calling you more than usual, asking where his product is, when her kitchen is going to be done, or when you’re going to finish that website for them.
  • Crying. This is a response that might make you very uncomfortable. Try not to worry about it too much, though. Some people really need to cry to get their feelings out, while others are just people who cry easily. It may not have anything to do with you, but it still is a sign of stress that you may want to attend to.
  • Being quieter than usual. Sometimes people have a bit of a contrary response when they are starting to feel stress. They get very quiet. If your customer is usually genial and chatty and they suddenly become quiet, pay attention to this.

Recognize your own discomfort with your customer’s expression of stress.

It’s hard not to feel uncomfortable when our customer is starting to get angry, anxious, or — heaven forbid — begins to cry.

Be aware of your own feelings of discomfort with your customer’s stress so that you don’t do anything that might make the situation worse like:

  • Discount or minimize their feelings. Saying things like, “It’s not that big of a deal. Don’t worry about it,” only discounts the feelings and message your customer is trying to give you. And it will likely end up in them becoming more angry or anxious, rather than feeling reassured.
  • Placate them. Similar to above, saying something like, “Everything is going to be fine,” is really an attempt to make you feel better by distracting them with platitudes!

The reality is that when we allow people to talk about their feelings, it actually helps to not only feel a sense of relief, but also helps them begin to understand their problem more as they are talking it out.

What’s the real trick to helping customers manage their stress? To not only hear what your customers are saying, but to attend to it. Otherwise known as . . .

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Listening

Anyone can hear words, but to actually listen is a skill. Here are a couple of ways you can let your customer know you’re really listening.

Reflect feelings

One of the best ways to show someone that you’re listening to them is to reflect the feeling that you’re experiencing.

Saying something as simple as, “I can see that you’re really upset” or “It sounds like this is making you a bit nervous,” can go a long way in showing your customer that you really understand what is happening with them.

Be an engaged listener

First and foremost, remember that your customer’s problem may seem like a small matter to you, but it’s huge to them, otherwise they wouldn’t bring it up. Try these ideas to indicate that you are actively hearing what they are saying.

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  • Look them in the eyes. You don’t need to have a stare down, but it will help you to appear attentive when you look your customer in the eyes as she is talking and when you’re talking.
  • Don’t do something else while they’re talking. Put everything else down and listen. Don’t hammer a nail, ring up another customer, or multi-task. Continue to look them in the eyes and give them your full attention.
  • Ask questions for your own clarification. Not only will this help you understand their problem better, but it gives your customer the message that you are truly interested in helping them. And it can help them build a framework that puts their problem into a perspective that both of you can work with.
  • Tell them a similar experience you’ve had. Be careful with this one! While telling a story about your own feelings of stress during a similar situation can convince your customer you know where he’s coming from, it’s vital that you don’t hijack the conversation and get carried away with your own story. You’re supposed to help your customer, not the other way around!

A few more helpful ideas

Finally, here are a couple more techniques that can help your customer feel at ease.

  • See if there is a small part of the larger problem you can help with. Is there something you can do that will help them feel like action is being taken on their problem? Can you install the toilet in the refinished bathroom? Deliver an outline of the project they desperately need? Tell them you’ll call your distributor to see when the product they ordered is due? Even small progress can help restore their confidence.
  • Give them as much information as possible. As much as you can, tell your customer what the process is for their project or product. Time frames, outlines, and possible setbacks all give them an idea of what to expect so their stress level doesn’t run too high.
  • Take a deep breath to trigger them to take one. Deep breaths can be very helpful in decreasing the stress response and, like yawning, people will often mimic the behavior of another. So take a deep breath and maybe it will prompt your customer to take one, too. (Just make sure your deep breath doesn’t sound like a sigh of exasperation!)

I hope some of these ideas help you in working with customers who are feeling a lot of stress. Beyond these, though, remember that you can’t fully control someone else’s feelings. Make sure you don’t stress yourself out by trying too hard to influence your customer’s emotions.

More by this author

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How to Achieve Goals and Increase Your Chance of Success

How to Achieve Goals and Increase Your Chance of Success

Does it ever feel like the things you want to accomplish always end up on the back burner? If the answer to that question is “yes,” you’re not alone. Only about 33% of people consistently work toward their goals. In some cases, their goals may seem too lofty to accomplish, or else they aren’t sure how to make a plan for them.

If you don’t come up with concrete steps to take toward your goals, they’ll remain dreams. There’s nothing wrong with being a dreamer, but being able to turn your dreams into goals you can realize will help you lead a happier and more fulfilling life.

Luckily, you can realize almost any dream when you harness the right goal-setting methods.

In this article, I’ll show you how to achieve goals and get closer you success.

1. Break your dreams down into specific and measurable steps

We couldn’t talk about goal-setting without mentioning SMART goals.

SMART goals are specific, measurable, assignable, realistic, and time-related.

Specific and measurable steps are so important because if we don’t know what our target it, how can we ever hit it?

Take all those beautiful dreams you have for yourself and make them into things you can actually do. If you want to be an entrepreneur, for example, a step toward realizing your dream might be researching what you’ll need to start your business.

Find out more tips about utilizing SMART goals here:

How to Use SMART Goal to Become Highly Successful in Life

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2. Have at least one clearly defined goal for every interest and role in your life

It’s so easy to become complacent or stagnate. We often think that our careers are the only places where we need to set goals, but we aren’t only what we do.

To make the most of your life, take the approach that you’re always learning and growing in everything you do. Anything worth doing is worth doing well after all.

Set goals whether you’re sponsoring an activity for your child, taking up guitar lessons or trying to prove your worth at work.

You’ll notice that this approach forces you to constantly develop new skills. It can also be fulfilling to put more focus and value into all areas of your life— not just the ones related to our careers.

3. Align your goals with your life’s mission, purpose and passion

Take the opportunity to do some soul-searching. What is it that you want to do with this precious life of yours?

Anything that conflicts with your life’s purpose is bound to cause discontent. Staying in a bad relationship, doing a job that goes against your values, or maintaining the status quo just because it’s comfortable are not options for you.

Thinking about your goals in this way can help you eliminate things in your life that don’t serve you. This frees up mental space that you can use to do the things you care about the most.

Many of us struggle to find the time to work on our goals, but this strategy enables you to make more time.

4. Create goals that ignite your spirit and inspire you to take action

If you can’t be fired up about your goals from the start, they might not be good goals for you.

The road to success is often tough. You’re going to have times when you might feel tired or discouraged.

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You need to feel inspired enough that you’ll be able to overcome obstacles as you encounter them.

If what you’re doing motivates you to be the greatest version of yourself, you’ll be much more resilient.

5. Write down all your goals in specific, measurable detail

This is your road map for what success will look like. The more you define what you want the finished product to be, the greater the chance that you’ll reach that vision.

When you write down your goals, you’re creating a document that you can revisit to make sure you’re on track.

When you’re in the middle of trying to achieve a big goal, it can be hard to see what’s working for you. The things you write in this step will help you stay on-message as you take your goals out of your mind and into the real world.

Don’t just write down your goals and stash them away in a folder somewhere. Take the extra step to put them somewhere where you’ll see them.[1]

If you have too many goals to post on your desk, write a summary or choose one or two steps to work on for the day. Just seeing them will keep them in the front of your mind.

6. Commit to hitting each of your targets without exception

You wouldn’t have created the target if you didn’t think it was necessary. Hold yourself accountable for taking the steps to succeed.

You can always adapt your strategy or break your targets into smaller steps if you find that they aren’t attainable as you originally wrote them.

Hitting even the smallest target is cause for a celebration. It’s a step in the positive direction. Your success will make you crave more success.

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We often make excuses when we get tired or overwhelmed. Take away the option to make excuses. You will only be satisfied with the best effort from yourself.

7. Share your goals with others to motivate each other

There’s something so powerful about people sharing their goals and dreams with one another. Doing so gives voice to some part of us that could remain hidden (and therefore never be accomplished).

When other people know about your goals, they can cheer you on and hold you accountable. When people share their vision with you, you can do the same for them.

This strategy is particularly beneficial when you’re trying to develop healthy habits. Post about your workout on social media, or do a healthy eating challenge with your best friend. You’ll be less likely to slack when temptation arises, and you’ll probably encourage someone else to reach for their goals too.

8. Set a series of daily, weekly and long-term goals, complete with starting times and deadlines

Many goals never reach realization simply because the goal-setter doesn’t check their progress. People tend to forget what they set out to do, or their goal gets crowded out by other obligations.

Forcing yourself to revisit your goals at regular intervals breaks them into smaller steps and it reminds you to think about them.

Giving yourself regular deadlines for smaller tasks related to your goals also helps you reflect on your strategy. You’ll figure out what works for you, whether your timeline is realistic, and whether or not you need additional help to stay on track.

In addition, celebrating small wins helps you stay motivated. Here’s how:

How To Celebrate Small Wins To Achieve Big Goals

9. Take 10 minutes every day to imagine how great it will feel to achieve your goals

Visualization is such a powerful tool. Some of the most successful athletes, celebrities and business people take time each day to think about how success looks and feels for them.[2] Imagining that feeling of satisfaction can be a great motivator.

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When you do meet your goals, take some time to be grateful. Thank yourself for showing up and doing the work. Be grateful when the stars align properly to help you advance to the next step.

It’s not just getting to the destination of your goals that matters. How you take the journey is important too.

10. Take an action step toward reaching your goals every day

Your goals can easily get buried in the hustle and the bustle. Even the smallest step in the right direction is still moving you forward.

Keep chipping away at the work every day and before long, you’ll start to see those dreams come to life.

Maybe you didn’t start your business today but you designed the logo that’s going to go on your website and business cards. Doing that task well is going to help you so much in the long run.

Concrete actions day by day draw your dreams out of obscurity and into the realm of possibility.

Change begins today

Dreams can inspire and overwhelm us. By turning our dreams into goals that we can work toward, we increase our chances of success. Things that once seemed impossible are suddenly within reach.

It’s time to start turning your dreams into goals and your goals into realities.

Featured photo credit: Pexels via pexels.com

Reference

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