This earth is full of fallen broken and angry people. Sometimes they happen to walk into your business as customers.
What can Christian business owners do to handle such difficult customers?
We can learn from God’s Word.
- Be in control and be calm Proverbs 15:1 says, “A soft answer turns away wrath, but a harsh word stirs up anger.”
Most people lose composure when they feel that they are losing control. The reaction is to try to use force to wrestle it back. The problem is that the other person will sense this and will instinctively resist your efforts leading to a power struggle.
Jesus never lost composure and he definitely didn’t lose control. Even during the trial for his life, he said exactly what he wanted to say. He didn’t engage in a shouting match with them. Little did his enemies know that they were right where Jesus wanted them.
Never engage in a power struggle with your customers. You will always have control of what you can control which is your business. Your customers will have control of their money.
Realizing this will give you a sense of calmness because you make the ultimate decision of who to sell and how to sell. Keeping calm will de-escalate the situation as the other person will sense that there is no threat here.
- Speak with humility. Therefore, as God’s chosen people, holy and dearly loved, clothe yourselves with compassion, kindness, humility, gentleness, and patience Colossians 3:12.
Irate customers are still just lost people who don’t know any better. They don’t know what grace looks like. You do. It’s being treated with mercy and kindness when you don’t deserve it. Let your customers experience grace whether they are being difficult or not.
You are a child of God, forgiven, saved, and bearing eternal life. You have everything that non-believers spend their whole life chasing around to no avail. This should make us humble knowing that our salvation came at such a price.
- Speak the truth in love. Ephesians 4:15 Rather, speaking the truth in love, we are to grow up in every way into him who is the head, into Christ.
Always be truthful when speaking to customers or potential customers. But this may not be enough in some cases when people just can’t handle the truth. You have to add love into the mix.
Jesus was always truthful when answering questions from honest seekers. Just like when Nicodemus (John 3) couldn’t grasp what Jesus was saying. Jesus was patient and loving enough to engage and explain to this pharisee what being born again meant.
Always tell your customers what they need to hear, not what they want to hear. Truth sets us free from the burden of lies and fear of exposure. Your customer is also shielded from false expectations which will only cause them to erupt with more fury down the road. John 8:32, “Then you will know the truth, and the truth will set you free.”
- Answer directly and clearly. “Let your conversation be gracious and attractive so that you will have the right response for everyone.” Colossians 4:6
Customers may be complaining because they are confused. The last thing they need is vague answers and convoluted replies.
If you don’t know the answer just say so and promise to update them as soon as you know more. Don’t be forced to say something untrue, or even compromise your principles just to get them out of your face.
Jesus was always direct and clear with his answers. He often used metaphors to emphasize what he meant if it was needed. He told Nicodemus that (John 3:5-8) he was talking about being born of water and spirit. That the Spirit was like the wind.
John doesn’t record the rest of the conversation but it brought the needed results to Nicodemus’ life. In John 19:38-42, we can read that Nicodemus helped Joseph of Arimathea bury Jesus. This time, Nicodemus was no longer hiding.
You and your staff should rehearse and train your replies to angry customers under different scenarios. Training gets your brain and nerves used to stressful situations. Memorize answers to the most frequently asked questions that you can recall instantly.
- Ask the right questions.
Jesus often asked questions to bring the truth out in the open. The truth will bring people to a place of decision. Truth forces us to examine ourselves and our actions.
“Will you give me a drink?” (John 4.7), Jesus says to the Samaritan woman at the well. Knowing that the woman was thirsty for true love. And thirst was the connection he established with the woman.
“Why do you call me good?” (Luke 18:19), Jesus asked the rich young ruler. He was saying that only God is good and we cannot attain salvation no matter how much good work we do.
Use questions to connect with the customers. Sometimes we use different words for the same thing or the same word for different things. Questions help us connect and clear the confusion.
Learn to ask what” and “why” questions the way Jesus did. He used them to bring out the details in people’s lives. It shows that we are interested and the details bring out the very core of the issue.
When we know what the issue is, then we are that much closer to solving the customer’s problems.
- Don’t take it personally Proverbs 12:16 says, “The vexation of a fool is known at once, but the prudent ignores an insult.
There will always be angry people in the world. Do keep in mind that customers are rarely angry with you personally. Remembering this will prevent you from engaging with their anger.
Some people will always be angry no matter what you do. So don’t be like them.
You’re a Christian so nothing that the enemy can throw at you should rattle you. You will live on in eternity, while the devil will go down in hell for all time.
People are just being manipulated and used by the devil to bring other people down. We should pity these people.
Train your most mature Christian staff to handle such irate customers. If they can see these people through Christian eyes they are most likely to understand them.
- Offer alternative solutions. Matthew 7:12 “So whatever you wish that others would do to you, do also to them, for this is the Law and the Prophets.
Be flexible to offer other solutions so that everyone walks away satisfied. Even if the customer takes their business someplace else, you have the satisfaction of saying you did your best.
- Know when to step away Proverbs 20:3 says, “It is an honor for a man to keep aloof from strife, but every fool will be quarreling.”
Some people are just beyond your help. The best you can do is to pray for them. Paul said sometimes you just have to give them up to their ways hoping that the consequences of their sin will awaken them. (1 Cor 5:5)
This is a reality of business. Not all customers are worth keeping.
Jesus saw that folks in Nazareth, where he grew up, were beyond reach at the time. He just went on ahead to preach somewhere else (Luke 4:14-30). He went where he is needed.
Your time is valuable. Not being productive does nothing for your company. Arguing with your customers is not productive. You may have already lost their business. Move on to the next customer just like Jesus moved on to the next town.
Final thoughts
Just like days when we struggle to maintain our Christian witness, there will be days when angry people walk through our front door.
You are uniquely positioned to make a difference in the lives of these people,
