From the author: Publication in the magazine “Happy and Beautiful”, April 2014. In the modern world, managers are increasingly convincing their employees that the client’s opinion is the law. But, unfortunately, they do not tell their subordinates how to competently perform their work and maintain presence of mind when so-called “difficult” visitors and customers appear. Let's see what secrets these clients keep that any specialist working with people has encountered. Themselves with a mustache How to recognize: These are clients who know everything better than you, a professional. They behave as if they have three legal degrees, they have completed all possible courses in manicure, and they understand interior design even more so from a young age. These visitors endlessly clarify all the details of the process, frown and express their thoughts. Their secret: The desire for control. What to do: First of all, you need to sympathize with such people. It’s really not easy for them to live with such a picture of the world where they have to do everything themselves. After all, control is the inability to trust another, even a specialist. It seems to them that if they don’t keep an eye on you, then everything is lost. All you can do for your own comfort and a good result when communicating with such clients is to tell them step by step what you will do and how, explain why it is better to do it this way and not otherwise, give arguments and examples. Always leave such a client the opportunity to intervene in the process of your work at any stage in order to correct it or clarify something. Then you will end up with a satisfied customer who will come back to you because you hear and respect their “complexity.” Complainants and members of the House of Lords How to recognize: These customers can waste time, talking about their illnesses and conflicts with their husband, demand or expect service at the highest level (which is not expected in this store, salon or is not part of your responsibilities). Their secret: The purchase is not their goal at all, but only a means. What to do: The main thing is to understand that these people have come to you because they know that you are forced to withstand their presence. And here, in communication with you, they can place all the intolerable traits of their character and receive what they need - calm attention. They can complain a lot about life while you are doing their hair, they can feel like the kings of the world when they demand to bring them the 45th dress to try on - believe me, most likely they have nowhere else to do this, but they really want to. In order for them to receive their bonus, they are willing to pay for your service, even if they cannot afford it and may not really need it. Therefore, satisfying their need for a “royal role” or listening to a “sufferer”, you can sell them anything. This is not easy, but by understanding the mechanism of this process, it is possible not to get involved in it, to look a little from the outside and make your profit. Aggressors How to recognize: This type of client immediately attacks you with a stream of dissatisfaction about prices: “I saw it cheaper!”, “The first consultation should be free!”, “I get a discount, I live far away!” If you somehow started working with them, in the future such visitors will violate all agreements and agreements in terms of quantity, volume, amounts, terms. Their secret: They do not see boundaries. What to do: The main thing that must be done is to save your boundaries. Buyers see price tags on the storefront; they also saw the cost of services on the company’s website, where all possible discounts and bonuses are listed. Why would you give them a discount personally or do the work for free? In the case when the client buys a decent amount of goods or agrees to long-term cooperation, of course, the terms of the contract can be reconsidered. But you are not obliged to agree to the buyer’s offer in the form - “They owe me here.” A person who respects his own and others’ boundaries will offer mutually beneficial cooperation rather than try!