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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 January 13, 2020

Is It Time for a Career Change? (And How to Make the Change)

Is It Time for a Career Change? (And How to Make the Change)

Are you challenged at work? Do you regret career decisions? Are you happy? If the answer to the questions leads to a negative feeling, it is time to determine next steps.

Many people settle for a career that no longer brings satisfaction. Most will respond by stating, “I am surviving” if a colleague asks them “How’s work?”

Settling for a job to pay bills and maintain a lifestyle is stagnation. You can re-direct the journey of a career with confidence by taking control of future decisions. After all, you deserve to be live a happy life that will offer a work-life balance.

Let’s look at the reasons why you need a career change and how to choose a career for a more fulfilling life.

How to Know if You Need a Career Change?

The challenges of dissatisfaction in a career can have a negative impact on our mental health. As a result, our mental health can lead to the obvious appearance of stress, aging, weight gain and internal health issues.

You deserve a career that will fulfill the inner desire of true happiness. Here are common factors that it is time for you to change your career.

Physical Signs

Are you aging since you started your job? Do you have anxiety? What about work-related injuries?

It feels amazing to receive a pay cheque, but you deserve to work in an environment that brings out the best of you. If the work environment is hazardous, speak to your boss about alternative options.

In the case that colleagues or your boss take advantage of your kindness, feeling the anxiety of fear of losing your job because of a high-stress environment may not be right for you.

Mental Signs

One out of five Americans has mental health issues, according to Mental Health America.[1] In most cases, it is related to stress.

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I remember working at a job in a work environment where harassment was acceptable. I had to walk on eggshells to avoid crossing the line with colleagues. My friends started to notice the difference in that I seemed out of character. It was then that I knew that changing a career to freelancing was the right decision.

Here is a list of mental signs of workplace unhappiness:

  • The tension in your neck
  • Difficulties with sleeping
  • Unable to concentrate
  • High anxiety
  • Depression

If you start to feel your self-esteem is diminishing, it is time to consider if working in a high-stress industry is for you. The truth is, this negative energy will be transferred to people in your life like friends and family.

Are You Sure You’re Not Changing for the Wrong Reason?

Most people that feel they need a career are frustrated with their situation at work. Do you really understand your current situation at work?

The reason it is important to think about the work situation is some people decide to change career for factors that are insignificant. Factors that can potentially change if the person works in a different department or new organization.

Here is a list of unimportant factors to think about before you decide to make the transition:

Desire for an Increase of Salary

The desire for a higher income can persuade some to believe they are in the wrong career. The issue with this is more money requires more time in the office or taking on several positions at a time.

At times, pursuing a high-income role can be the complete opposite of what one is expected. It is what happens when a colleague leaves a company to a new one and returns several years later.

Overnight Decision

Let’s face it. We make overnight decisions when stressed out or disappointed with situations at work. The problem with a quick decision is the negative and positive points is overlooked.

Rejected for a Promotion

I have heard stories of managers that applied ten times for a position throughout a 5-year period. Yes, it sounds to be a lengthy process, but at times, a promotion requires time. Avoid changing a career if you do not see the results of a promotion currently.

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Bored at Work

Think deeply about this point. If you work a job that is repetitive, it is normal to feel bored. You can spice it up by changing the appearance of your desk, socializing with new employees in a different department, joining a leadership committee at work or coming to work with enthusiasm. Sometimes, all it takes is you to change jobs into a fun situation.

A career change can take time, networking, education and the job search process can be a journey. Here is a list of things to consider before making a final decision:

  • How long have you worked in your career?
  • What is the problem at work? Do you work well with the team?
  • Do you receive recognition?
  • Can you consider working in a new department?

If after reviewing your work situation and none of the above recommendations can help, then it’s time to make a career change.

How a Career Change Will Change Your Life

I have a friend that works in the medical industry. She was once a nurse working directly with patients in one of the top hospitals in her area. After five years, she started to internalize the issues with her patients to the point where she felt depressed after work hours. It impacted her relationship with her family and she almost lost herself.

One day, she decided to wake up and take control of her destiny. She started applying for new medical jobs in the office. It meant working on medical documentation of patients which is not an ideal career based on what society expects a medical professional to perform. But she started to feel happier.

It is a classic example of a person that was negatively impacted by issues at work, stayed in the same industry but changed careers.

A career change can fulfill a lifelong dream, increase one’s self-esteem or revive the excitement for one’s work.

You know a career change can be the right decision to make if you experience one or all of these:

  • Working in a negative workplace: Don’t be discouraged. A negative workplace can be changed by working at a new organization.
  • Working with a difficult boss: The challenges of working with a difficult boss can be stressful. All it takes is communication. You can address the issue directly with a manager professionally and respectfully.
  • Feeling lost about what you do: Most people stay at their jobs and settle for mediocrity because of the fear of failure or the unknown. The rise to success often comes with working a tedious role or stepping outside of one’s comfort zone. If you fear the idea of being involved in activities that are new, remember that life is short. Mediocrity will only continue to make you feel as if life is passing you by.

How to Make a Career Change Successfully

The ultimate key to success is to go through a career transition step by step to avoid making the wrong decision.

1. Write a Career Plan

A career plan has a dead line for action steps that includes taking new courses, learning a new language, networking or improving issues at work.[2] A career plan should be kept in your wallet because it will motivate you to keep pursuing the role.

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You can learn how to set your career plan here.

2. Weigh Your Options

If you have a degree in Accounting, write down five positions in this industry of interest. The good news is diplomas and degrees can be used to a variety of roles to choose.

You don’t have to stick to what society holds a top job. In the end, choosing the right role that will make you happy is priceless.

3. Be Real About the Pros and Cons

It is time to be honest about strengths, weaknesses, opportunities and threats in the job market that are impacting the current situation.

A SWOT Analysis of a career can include:[3]

  • Economic factors
  • Direct competition: Is this role in high demand?
  • Location: Do you need to move? If the goal is to work in tech and living in Cincinnati is not realistic, consider moving to San Francisco.
  • Achievements: To stand out from the competition achievements like awards, committee involvement, freelance work or volunteering is a recipe for success.
  • Education: Do you need to go back to school? Education can be expensive. However, online courses, webinars or self-study is an option.

    A career blueprint is the first step to creating realistic goals. A person without goals will be disappointed without a clear direction of what to do next.

    4. Find a Mentor or Career Coach

    A mentor or a career coach that works in the desired position can share the pros and cons of working in the role. Here is a list of questions to ask a mentor:

    • What is required to be successful in the role?
    • What certification or educational development is needed?
    • What are the challenges of the role?
    • Is there potential for career advancement?

    A chat at a coffee shop with a mentor can change your mind about the desire for a career change.

    Find out how to pick a good mentor for yourself in this article: How to Find a Mentor That Will Help You Succeed

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    5. Research Salary

    Some people decide to change careers for a role that pays less or perks like benefits to make up for the difference in previous to potential salary.

    It can reveal the cities throughout the country that offer a higher salary for those that have an interest in relocating for work.

    6. Be Realistic

    If your goal is to move up into an executive position, it is time to be honest about where you are in your career.

    For example, if boardroom meetings, high-level discussions about financials or attending weekly networking events are boring, an executive role may not be right for you. If you are an introvert and working with people every day is nerve wrecking, you need to reconsider a job in sales.

    Ask yourself if you can work in this role for the next five years of your life. If other benefits that come with the role are enticing, other roles are fit that will make you happy.

    7. Volunteer First

    A person that wants to become a manager should take on volunteer opportunities to experience the reality of the position.

    Becoming a committee member to pursue a presidential opportunity can provide a perspective on leadership, maintaining a budget and public speaking.

    Volunteer in a role until you are certain that it is the right opportunity.

    8. Prepare Your Career Tools

    I recommend asking a boss, colleague or mentor for career tools. If you prefer professional assistance, you can seek out resume writing assistance. Here is a list of things to consider when preparing career tools:

    • Online search: Search your name online to see what shows up. I recommend searching images that are on Facebook, Twitter, Snapchat or other sites on a personal account. The last thing you want to realize is the job search is unsuccessful because there is unprofessional content you posted online.
    • Be LinkedIn ready: Recruiters conduct a LinkedIn search to see if the work experience is the same on a resume. Remember to change the wording on LinkedIn from the resume, or it will appear there was no effort put into creating the profile.
    • Portfolio: A portfolio of work is recommended for people that work in the arts, writing, graphic design and other fields. I recommend a portfolio online and one that is available in hand when attending job interviews or networking meetups.
    • Cover letter: A good cover writer will always impress your potential employers. Here’s how to write a killer cover letter that stands out from others.

    Bottom Line

    It takes time to move towards a new career. Pay attention to the physical and mental signs to maintain your health. You deserve to work in happiness and come home stress-free. If you avoid the common mistakes people make, you will find a job and discover the role in a career field that is the best fit with your skillsets.

    Master these action steps and changing career paths will be on your terms to make the best decision for your future.

    More About Career Change

    Featured photo credit: Pexels via pexels.com

    Reference

    [1] Mental Health America: The State of Mental Health in America
    [2] MIT Global Education & Career Development: Make a Career Plan
    [3] Creately: Personal SWOT Analysis to Assess and Improve Yourself

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