According to a popular cliché, “customers are the blood of the business.” This statement simply emphasizes the importance and value of customers in a business. Comparing to human anatomy, blood runs along the veins of the human body to provide nutrients to all the body parts so that these parts can function well.
Moreover, blood is also known as the primary carrier of oxygen on a cellular basis to breathe life to a person. In the same way, the customers provide revenue to the business through the transactions and purchases they make. These revenues or profits make a business become stable and grow financially so it can continue to conduct long-term business operations.
Customers come in various personalities. They can be demanding, aggressive, meek, difficult, and many other types of behaviors. A business must know how to identify and deal with varying customer behaviors. It is ultimately important that the employees must be properly conditioned to project a professional image when handling different types of behaviors. Otherwise, customers may not perceive a business and its employees as professionals if the people are not resilient and adaptable enough. A difficult customer may cancel a service for getting the same kind of behavior from the employee.
Types of Customer Buying Behavior
A company is considered very fortunate and successful if it gets to produce loyal customers. These people are identified as repeat customers who keep coming back to the establishment to purchase, those who subscribe to a service on a long-term basis, and those people who keep conducting business transactions with the same company. They expect a high level of respect and attention for being loyal.
Discount customers are characterized as demanding and can be difficult, as they want something that a company may not easily provide. Once a company gives in to them, they take advantage of it even more.
These customers may be abrupt and hasty in doing transactions. They make purchases based on impulse or desires, but not based on need and importance. They may be quite challenging to handle, as they have no specific products or services in mind.
Contrary to the impulsive customers, need-based customers transact business based on importance and functionality. They are compulsive or compelling, making purchases only when needed.
These customers behave in a confused and uncertain manner because they do not know what to buy or what service to sign up for. Normally, they make random calls and inquiries in order to help them decide on their preference. They actually need guidance, which a company can give by providing the benefits of a product or service so that they can take interest on it.
Types of Customer Transaction Behaviors
Aside from their buying behaviors, customers may have other display of attitudes during a transaction. These behaviors are shown when interacting and engaging in a conversation with the employees or representatives of the business. A company must be adept at determining these attitudes by profiling the customers based on the verbal cues, non-verbal communication, choice of words, and tone of voice. Customers may demonstrate any of the following behaviors:
- Difficult and Nasty
- Rude or Sarcastic
- Irritated or Annoyed
- Irate or Frustrated
- Indifferent or Apathetic
Customers who complain have one common denominator: they want a company to correct something that they think is not right. A complaining attitude is one that is pretty challenging to handle whether by phone or person-to-person contact. Yet, not all complainers are in the right position to do so.
A customer may complain with a valid reason and may also feel that there is just something wrong with the service or the product. It can be a little difficult to deal with valid complainers since they have a reason to be mad or upset about the issue. Yet, with proper treatment and a good compromise, they may end up getting pacified.
However, those who think that something is not right and complain about it when, in fact, they were simply not aware or were misinformed about the policies can be pacified by educating them properly with the right information paired with a good treatment. These complainers may even appreciate the quality of service that the company is offering.