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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.

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Last Updated on September 28, 2020

How to Change Careers Successfully When It Seems too Late

How to Change Careers Successfully When It Seems too Late

The wake-up call often comes when you least expect it. Maybe you’re enjoying a relaxing get-together with your old college buddies when someone turns to you and says, “Wow, I never thought you’d become an investment banker. I always thought you’d write a novel!” If this leaves you wondering how to change careers, you’re not alone.

Before you know it, you find yourself remembering your old dreams—and comparing them to the career field where you are now. Life rarely goes according to plan. Marriage, kids, and grandkids often come earlier than imagined—or later.

Maybe you pursued one career path because you were considered the breadwinner, but now someone else in the family is the breadwinner. Conversely, maybe you landed a job, thinking you’d stay for six months, and now you’ve been there for sixteen years.

A recent report from the Bureau of Labor Statistics pointed out that “baby boomers held an average of 12.3 jobs from ages 18 to 52″[1]. For millennials, who are more technologically apt, that number is likely to be much higher.

As this proves, it’s perfectly normal to change careers and begin a job search even when it seems too late! Steering your way through a career change is part calculation, part chance, and part leap-of-faith.

If you feel stuck and are ready for a career change, take these steps to guide you.

Step 1: Be Mentally Prepared

These points can help you master the psychological aspects of a career change at any age.

Now or Never Is a Fallacy

For most professionals, there is no cut-off age for striking out in a new direction. People do it at all stages of their careers.

If you’ve ever dreamed of leaving a large company to start your own business, you are not alone. Similarly, thousands of entrepreneurs and people working for one-man shops decide each year that they’d like to work for larger organizations.

You’ll find hordes of baby boomers looking for a redo alongside mobs of GenXers and Millennials—especially as the boomers now remain in the workforce longer than their predecessors.

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Your Career Is not a Straight Line From A to B

You don’t have to have your career trajectory completely decided from the start. In fact, that’s an unrealistic expectation, no matter how methodical you are.

People change. Industries merge, morph, and in some cases, disappear. Careers rarely follow the straight and narrow.

Many careers can be compared to journeys—there are the adventurous patches, boring patches, downright scary patches, and the hills and valleys, too. The trick is to try to have a little fun while you’re charting out your various careers.

Don’t panic if you find you need to change your career. It may take some work as you sort through job posts, write cover letters, and pursue your dream job, but you’re up for it.

Career Changers Are Among Good Company

Consider these well-known trailblazers whose careers took a radical turn:

Jeff Bezos, CEO of Amazon.com, studied computer science and electrical engineering at Princeton, went on to establish himself as a Wall Street prodigy, then quit to launch Amazon.com.

Sara Blakely, a billionaire businesswoman, was a fax machine salesperson before creating her signature slim wear line, Spanx.

Jonah Peretti, co-founder of the media sites Huffington Post and BuzzFeed, initially taught computer science to middle schoolers.

Be Ready to Take on the Naysayers

Expect plenty of advice—usually of the discouraging kind—from friends and family when they learn that you’re exploring a career change. Those you know best are often the most vocal in trying to thwart your plans.

Be prepared to field a flurry of pessimistic conjecture and doomsday scenarios. Know, though, that when your loved ones question your judgment, they’re not necessarily doubting your talent but trying to look out for your wellbeing. Stepping out of your comfort zone will make anyone close to you uncomfortable.

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Keep in mind that pessimists avoid the unknown, while optimists invite new challenges. Above all, believe in yourself and follow your instincts. Don’t let your fear of change paralyze you from seeking out your new career path.

Project an aura of enthusiasm, energy, and passion. You’ll find it’s contagious.

Step 2: Be Proactive

These tips can help you master the practical aspects of changing careers at any age.

Take Baby Steps

Ease into your new direction. Start building the skills you’ll need to make the switch.

Find out what skills you will need, and do whatever it takes to add them to your skills arsenal. Make the time to invest in additional training.

Start by devoting a half-day each week to your new pursuit until you’re ready to confidently make a move.

Clearly define where you want to go and what you’ll need to do to get there. Take an inventory of your strengths. Read trade magazines, and study up on industry trends.

Volunteer

Charitable organizations are often looking for volunteers to help them with their outreach, social media, and engagement. You can show up without the requisite skills and learn as you go in a fun, convivial, low-pressure environment, which will help you expand your experience and skills.

Take Online Courses

Today, LinkedIn and many other providers offer online courses in everything from accounting software to time management to mastering Excel. For extra credit, see if you can find classes that award online badges for completing each course.

Don’t be shy about adding these certificates to your online profile. Keep your profile fresh by adding more and more skills to it.

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Take a Temp Job

Depending on your field, it may be possible to freelance at a company where you learn on the job.

Remember that you can’t just show up at a potential employer’s claiming you have the skills. Taking a temporary job that allows you to polish your skills is proof that you’re serious about your career change.

Network!

Build a family tree of contacts. Explore beyond the main branches of your work acquaintances, industry groups, and social contacts. Join your alumni organization. Tell everyone.

Ask friends and friends-of-friends to meet you for coffee to explain what it is they do and tell you which skills you’ll need to succeed in your chosen field[2].

When you want to learn how to change careers, start by networking!

    If you have friends or associates with ties to the organizations where you want to work, ask your contacts to make an introduction. The majority of today’s jobs are found through one’s own networks. When jobs open up, companies invite informal recommendations from internal and external channels.

    Step 3: Take It Online

    This last step can help you master the online aspects of a career change at any age.

    Develop an Online Presence in the Field of Your Dreams

    Reconfiguring your online presence will be a critical step in your career change. Fine-tune your digital identity to reflect your new direction, tailoring your profile to the role and industry you’re after. Include keywords that are relevant to the industry so that recruiters can find you.

    Craft a clever personal statement that states your interests, your values, and your dreams. Once you’ve zeroed in on your message, also pick and choose which outlets make the most sense for it.

    Will your personal statement resonate on LinkedIn? Or is it highly visual—making it a better fit for Instagram?

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    Polish your sites until they gleam, then get active so others take notice. Add insightful content to your social media pages that goes deeper than the information on your resume, such as commentaries on something taking place in your newly chosen field.

    For more on how to build an online presence, check out this article.

    Final Thoughts

    Americans spend 1,800 hours or more each year working. That’s nearly one-third of your life, and it goes without saying that your job satisfaction and career goals have a great bearing on your life’s happiness barometer.

    Set out to intentionally pursue career satisfaction, looking for opportunities to fine-tune your working life so that you find fulfillment.

    If playing the piano is your personal bliss, could you meld your love of music with your clinical psychology background and find a job using music to promote healing? Perhaps there’s a foundation that would fund you in a multiyear study.

    Or, if you’re a movie buff for whom every encounter has the makings of a screenplay, why not sign up for an evening class and see if your years of writing advertising copy could morph into a career move into the film industry?

    Achieving your career change successfully will occur when you mentally prepare, take a proactive approach, and mine your personal and online networks. The pay-off will be in a life well-lived in a successful career.

    More Tips on How to Change Careers

    Featured photo credit: Jason Strull via unsplash.com

    Reference

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