In the credit repair business, providers have to sometimes win over some tremendously difficult customers. Encountering stressed out and demanding clients can be commonplace in the credit repair world.
Ruined credit and a ruined life seem to go together. People whose credit has been wrecked find their financial woes rippling through many aspects of their life. Searching out a credit repair company becomes a top priority to them since they know the service offers a way out of the bad situation. Yet, the clients might present difficulties to the one business capable of helping. The stressed-out nature of suffering through a couple years or more of disastrous finances may have them on edge.
Taking a phone call or having an in-person meeting with a potential client can be a bit contentious. The client may want an unrealistic solution to his/her woes or wants immediate results.
The simplest bit of advice to be offered here is to just remain calm. You are the professional. Don’t take anything the client says personal. Listen clearly to what the person has to say and avoid snapping or raising your voice no matter how contentious the meeting becomes. One way to achieve this result is to emphasize with the person. Put yourself in his/her place and you’ll end up being a lot more agreeable and sympathetic.
Customers who are vying for your credit repair services have probably (really…likely) have gone through a roller coaster ride of hassles and stress.
Getting control over the discussion with a would-be – or actual – client is a must. A tactful way of doing this is to employ empathy. Noting how you “understand the situation” and “want to help improve things” could put a client at ease. If the client is not responding to the nice approach, take control of the conversation by being very assertive. Allowing a client to talk over you, interrupt, or interject is not good for anyone involved.
Sometimes, this requires saying “No” to a client and doing so in an emphatic manner. The client may not be thrilled at this but, honestly, unless you are allowed to do your job the correct way then you cannot help the client. If he/she wants you to do something that is not workable, this becomes another point in which you just have to use the word “No”.
Be nice to a point and then put you foot down. This is the only way to effectively help the client.