What should I do in the face of tricky customers?

Not long ago, when I was chatting with the manager of the fresh food department of a supermarket in a central province, he complained to me that customers are too difficult to serve now. Let's rely on customers everywhere. They will push their luck and make your cost rise sharply. If you interfere with the customer's behavior, you are likely to have conflicts with the customer. It's really a dilemma. In order to prove his point of view, he also gave me several examples: customers are very picky, they are always dissatisfied with the fruits and vegetables we provide, but in fact our quality is much better than the surrounding vegetable markets, but it seems that customers still complain a lot; Several customers will tear up the cabbage one by one and throw it away. Before long, they will turn around and pick up the leaves she tore and prepare to take them home. The reason is that the supermarket can send useless leaves for free. Seeing this scene often makes him dumbfounded; Also, sometimes when they pile up all kinds of vegetables and fruits, customers will turn these vegetables and fruits, such as tomatoes, from top to bottom. They always think that all the good things are below. Customer A found a few satisfactory products and left. At this time, customer B will come and look through them from top to bottom, still believing that all the good things are below. After turning over a basket of vegetables or fruits for three or four times, the sales of these fruits and vegetables quickly failed, so there was a huge loss. Also, customers will peel off the shells of winter bamboo shoots, then take out their own knives and cut off the roots. At this time, the loss faced by the store will almost reach 40-50%. Faced with such customers, if you have to stop them, they will argue irrationally. Finally, customers complain to their superiors, who often refuse you without asking why, because leaders always think that customers are always right, which will hurt those of us who work in the field. So, I asked him, how do you deal with such an irritable customer? He told me that his subordinates are afraid to take care of these difficult customers now, because not long ago, after taking care of them, one employee was fired because of his strong tone, and other employees were afraid to stop the customers' excessive behavior and had to let it go. As a result, the losses increased a lot during this period. Then I asked him how you handled this potential customer when you were on the scene. He said to me: "I will stop it loudly and tell my customers that it can't be like this. These customers are basically middle-aged and elderly people, and they will basically stay away from me when they see my posture. " After that, he smiled proudly at me. "These old people have a good temper. If you try to persuade them, they won't listen at all, and even scold you a few words. After listening to his words, I was speechless for a moment. I know I'm not there, and many scenes may be beyond my imagination, but the wisdom from life comes from my discovery of human nature. A voice from God told me that even if we are facing customers who are more critical and prickly than above, we should be kind to them. Imagine if my mother, my grandmother, my father, my grandparents, my sister, eldest brother, my aunt and uncle were chosen there, even though we knew their behavior was inappropriate, would we yell at them loudly? Even if we try to persuade them, they still don't want to pay attention to us. I'm afraid we won't yell at them. We will be more patient and patiently explain to them why we can't do that, because we have a soft heart inside and will play a role in front of these relatives and friends. But why do we become impatient when those strange parents and our real chairman come to our store to vote with RMB every day? If it's a supermarket from the fat east, their employees will shout loudly in the face of these picky customers, regardless of customers' self-esteem and face feelings, just asking employees to be happy. Can this directly achieve the purpose of satisfying customers? If Haidilao employees run a similar supermarket, will they interact with customers in a similar way by yelling at them? If Fat Donglai and Haidilao are the fresh manager styles I have ever seen, will we still have a good impression and respect for Fat Donglai Supermarket and Haidilao? Therefore, treat the customers who come to your store as your brothers and sisters and your parents' uncles and aunts with a soft heart, because they will give you unexpected returns sooner or later. This soft heart is actually love, that is, caring for others. It's not that you ask customers to care about you, but that you take the initiative to care about them. Over time, customers' feedback to us will definitely far exceed our expectations. We can do it neatly in the previous links, and most of them are packaged to sell fruits and vegetables, so that customers will not peel and shell at will; We can also patiently explain to our customers, fully respect their face, treat them as our relatives, be sincere in words and firm in attitude, use the power of our family service to make our customers feel our warmth, and never label these customers as love takes advantage of petty gain, which is very important for us to treat those bitter customers.