What Level is Your Design Business?

Jessica Harling: 6 Strategies to Handle a Difficult Customer

Episode 259 of Window Treatments for Profit

Today With Jessica Harling:

Hi, welcome to Window Treatments for Profit. Difficult customers. We all have experienced one, and if you haven’t, you will at one point. So what better way to salvage an undesirable situation than to be prepared before one even happens? Fortunately, Jessica Harling, window treatment design consultant and founder of Behind the Design, is back guiding us with six easy strategies to handle a difficult customer.

Pick It Apart

[2:00] Jessica explains the first strategy for handling difficult customers — be proactive.

[8:28] Tips on staying calm!

[18:06] Jessica’s third strategy — Listen.

[24:50] Clarifying the customer’s issue.

[34:06] The power of empathy.

[43:04] LuAnn shares specific situations that she has encountered at Window Works.

LuAnn and Jessica Harling’s Ah-Ha Moments

“The number one issue from a customer is that they weren’t communicated with.” Jessica Harling

Create a process for when there is an issue that has specific steps because while issues don’t happen often, we all experience them at some point.” – Jessica Harling

More About Jessica Harling

With unwavering conviction, Jessica Harling can break down complex decisions to simplify an action plan. Her dynamic problem-solving can confront potential obstacles proactively and energize any team, making others feel valued to achieve their ambitious company goals. She is the founder of Behind the Design, a People Operations company that enthusiastically collaborates with leadership to build dream teams! From recruiting to training and process development, their intuition for creating strong emotional connections discovers and nurtures rockstar talent with established streamlined processes that impact the company’s bottom line.

Connect with Jessica Harling





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Other Shows Mentioned:

WTFP #122: Jill Ballew: Her System for Chasing Post Installation Issues

WTFP #254: Jessica Harling: Confronting or Firing Family Members in Your Business

WTFP #256: Jessica Harling: Firing a Family Member Part 2: 9 Tips to Make it as Painless as Possible

AWDB #634: Power Talk Friday: Jessica Harling: A Specific Process for Onboarding a New Hire

AWDB #760: Jessica Harling: The 7 Step Sales Process for Interior Designers and Window Treatment Professionals