Ah, the proverbial Karens. We’ve all encountered them at some point in our lives. The difficult-to-please, complaining-incessantly, impossible-to-satisfy customers and that voice. In the world of wood flooring, Karens can be especially challenging to deal with. Seriously: “My customer service experience was not as expected” (i.e., ≠ “FREE!”). However, there are a few tips to help resolve any situation and provide top-notch customer service, no matter how difficult “Karen” may seem.
One of the most important things to remember when dealing with Karens is to listen to their complaints. [PRO TIP: “I understand.”] It may be hard to keep your cool when someone is being difficult, but taking a deep breath and truly listening to what they have to say can help you come up with a solution that meets their needs and is within the scope of reality. Even if you need to grit your teeth and smile through the conversation, remember that even Karens need someone to listen to them!
Alongside listening to their problems, show empathy for their troubles. Remember that we’ve all been there [PRO TIP: 2 toddlers + 1 on the way + major reno + over budget = ☢️], and we all have different preferences and tastes. Whether they can't decide on the ideal floor or can't find a floor that matches their current one, approach their complaints with understanding and patience. By showing that you understand their frustrations and are committed to finding a solution, you can turn a negative situation into a positive one. Great customer service and great floors can make anyone happy, Karens included.
Now, don’t take their Karen-ness personally. As a wood flooring expert, you know your products and services better than anyone else. Keep in mind that Karens are often just looking for someone to vent their frustrations and or a discount, and that you're there to help them solve their problem. By remaining calm, professional, and patient, you can quickly turn a difficult situation around. [PRO TIP: If it's early in the process and you can smell a Karen, sometimes it's best just to politely break up. It's not them, it's you.]
And here’s a little secret: Karens can be some of your most loyal customers … if you can win them over. By providing them with excellent customer service and going above and beyond to meet their needs, you can turn them into advocates for your brand. They are often very vocal about their opinions, and the wrath of a Karen [PRO TIP: Yes, it IS exactly like the Wrath of Khan!] is best when it is on your side, so if they have a positive experience with your company, they're likely to share it with their friends and family.
By approaching Karens with patience and professionalism, you can turn a negative situation into a positive outcome and create a lasting relationship with a customer. Just remember, if you can tame a Karen, you can conquer the world of customer service (or at least die trying, LOL!).
This blog is sponsored by Woodchuck Flooring. For more from them, click here.