Any help on how to handle "difficult" customer?

Question

We got lots references and helps on how to deal with bad products and bad services. Is there any books or groups that help small business to deal with "difficult" customers?  I got a small furniture stores, an old lady wasn't happy about the dining set she got, so I had offered extra discounts, and tried to touch up, back and forth for like 5 times already. She is still NOT happy and blame everything on us for not selling quality goods. (Of course there are better products, but she isn't willing to pay for them). Anyway, I finally offer her full refund. But she insisted those are her table and chairs, but she is going to let her lawyer send us a letter, call BBB and get her credit card stop payment on the transcation.

WHOM can I talk to?

Anonymous · Accepted Answer

She is scamming you!

She has no case.  You offered her a refund in exchange for returning the items.  That is a fair deal.  If she doesn't want to return them then she has accepted the furniture at that price.

She will never stop complaining.  Don't give in because she will come back and buy more stuff and complain about it.

DO NOT give her any money back in the form of partial refunds!  Either she returns it for a full refund or NO DEAL!

Ignore her threats of a lawyer and contacting the BBB--the BBB will investigate and she has NO claim!

RetiredDebtFree · Answer

Just send her a letter by certified mail, a copy of which you can later produce to her lawyer and the BBB, stating that you regret the problems with the dining set and continue to offer her a full refund if she would like to return the set by a given date (say August 15, 2010).

Her attorney will see that she is unreasonable (she might be bluffing) and will steer her right as soon as you produce the letter offering her a refund with the return. 

The BBB will also only expect you to correct the problem, and offering a full refund with product return will not damage your credibility. 

Relax. You can not please everyone, and some customers just make your job difficult. Some do it with the hopes of getting a free product. Don't do business with her in the future.

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Any help on how to handle "difficult" customer?