Panduan Komprehensif untuk Menangani Pelanggan Tricky pada 2023

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One of the sad little truths about the web development game is that good clients are extremely rare. Some clients have this amazing ability to transform from Jekyll to Hyde without pausing for breath, and the rest of them—pretty much the majority—are simply just jerks. Incidentally, for any of my clients who are reading this, you’re one of the good ones, of course.

So, knowing in advance that you’re going to encounter a lot of jerks in this line of business, you’re better able to prepare yourself to handle those that show themselves to be extra tricky. Sun Tzu anticipated this more than 2500 years ago, when he wrote:

Supreme excellence consists in breaking the enemy’s resistance without fighting. – Sun Tzu

The wisdom of these words is right on target for the situation you are facing, because you really can’t afford to fight your own client head-on, you have to find a way to overcome the problems put in your path without conflict. Thus you will win by affecting reason when faced with unreasonableness, serenity when faced with hostility, and intelligence when faced with stupidity. Difficult thought it may be, if you can manage humility when faced with arrogance, that would certainly not be a bad thing either.

None of this means you should just roll over and play dead, however. You don’t win by giving in. The idea is that you have to win without fighting, and to do that, you have to get the client to change their outlook. Never forgetting for a moment, of course, that many of them are simply trying to weasel their way into getting some financial advantage out of their complaints.

Ini mungkin terdengar seperti tugas yang mustahil, tetapi ada beberapa kaedah yang telah dicuba dan benar yang dapat anda gunakan yang sangat berkesan.

1. Berurusan dengan pengadu biasa

Listen first, respond later. If your client is making a complaint to you verbally, don’t immediately jump to your own defense. This is what they’re expecting you to do. It makes you appear weak. When you are on the defensive, you lose face. Instead listen attentively to what they are saying, even if they are being really critical or openly insulting. Jot down key words as they are spoken, and don’t give in to the temptation to interrupt.

Mula-mula anda harus mempertimbangkan bahawa aduan itu mungkin sah, walaupun pelanggan tidak menyatakan dirinya (atau dirinya) dengan baik. Setelah kehabisan wap, barulah anda bertindak balas. Sekiranya anda ingin bersenang-senang pada ketika ini, biarkan kesunyian yang tidak selesa berkembang dengan mengambil lebih banyak masa daripada yang biasanya sesuai sebelum anda mengatakan apa-apa.

Terdapat pelbagai senario yang mungkin:

  • Tidak ada kesalahan, pelanggan hanya menipu atau paranoid
  • The fault is imagined, due to the client’s lack of knowledge
  • Terdapat kesalahan, tetapi pelanggan menyebabkannya
  • There is a fault and it’s yours

In the first and second scenarios, you will need to be diplomatic and patiently explain the reality. Do it tactfully and not in a way that the client feels you’re looking down on them.

Bina jambatan emas untuk musuh anda berundur. - Sun Tzu

In the third scenario, where the client contributed to the fault, don’t immediately dive into the issue of blame, but instead work your way towards it obliquely, for example:

“Yes, you are quite correct, we did put the wrong email address on your home page. I’m sorry if this has caused any inconvenience for you. However, I have a copy of your original request here, and as you can see, the email address you supplied in the document is also incorrect and it matches the one used on the website. Thanks for bringing this matter to my attention. I’ll have someone rectify that for you right away.”

Here you are rejecting the accusation of incompetence, but in a calm, polite, professional way. The promise at the end to have the matter dealt with swiftly is a major step towards victory for you, because it shows you are service-minded, and there’s no effective way for the client to give an unpleasant response without seeming like an ass.

In the final scenario where it truly is your fault, you have to own it. But don’t make the mistake of leading with an apology, as this will weaken your position and put your opponent in a vindictive frame of mind. Your sequence of action should be: acknowledgment, empathy, apology, assurance.

Semasa anda bercakap, berusaha untuk mencapai penyampaian yang perlahan dan stabil. Ucapan pantas menunjukkan rasa gugup atau takut.

If the complaint was in writing, you’d follow a similar procedure to the above, but obviously you don’t get the opportunity to affect the client in such a direct psychological way. Over-length pauses will just make you seem lazy, not powerful. So in this case, respond as soon as possible, but again don’t apologize or defend yourself in the first instance, instead merely acknowledge the client’s concerns. For example:

"Terima kasih telah memberi tahu kami tentang masalah yang Anda hadapi. Saya akan meminta seseorang memeriksa masalah yang anda laporkan secepat mungkin, dan saya akan segera menghubungi anda untuk memberitahu anda apa yang berlaku mengenai perkara ini. "

Sebaik-baiknya selesaikan masalah jika itu boleh dilakukan dalam jangka masa yang cukup singkat, lain-lainwise hubungi pelanggan sekali lagi dengan kemas kini. Pastikan pelanggan dimaklumkan tentang kemajuan dalam menyelesaikan masalah, dan kemudian apabila semuanya diselesaikan, pada masa itulah selamat untuk membuat apa-apa jenis permohonan maaf. Jika anda mempunyai alasan yang sangat bagus, anda boleh menggunakannya, tetapi berhati-hatilah dengan alasan kerana ia boleh menyebabkan anda kelihatan lebih lemah dan boleh bertindak melawan anda.

2. Berurusan dengan "magang"

Some clients are so excited about the project that they’re always bothering you with questions, wanting to know what you’re doing, how you’re doing it, and why. At first it may even seem a little flattering, but it will soon enough become annoying as it eats up your precious time.

The best strategy really is to circumvent it by anticipating the possibility. During early contact with the client, they will have given off some signals that they’re the curious type. It’s always a good idea to plan your projects well and make meticulous documents, but it’s even more beneficial when you have this type of client. When they bombard you with questions, you can simply refer them to the relevant section of documentation. Hopefully they’ll take the hint and RTM before they bother you, but sometimes that doesn’t work, so you need to move to the next level.

Sekiranya pelanggan masih bertahan dengan soalan, buat penjelasan anda panjang lebar, pensyarah membosankan yang menyelidiki semua butiran paling teknikal. Gunakan jargon, akronim, dan perkara lain yang biasanya tidak boleh anda lakukan. Sekiranya pelanggan mengganggu kuliah dengan lebih banyak soalan, kuliah kembali ke bab sebelumnya, dengan:

“Well, as I was saying, to understand the reason why it’s best to use JSON for this particular section, we need to start with an understanding of binary…”

Wasting the client’s time should put a stop to the endless questions because they’ll feel like it’s a punishment to have to listen to your long, boring, and largely incomprehensible explanations. There’s an excellent example of the technique applied unintentionally in The Big Bang Theory, s3.ep10, titled The Gorilla Experiment:

This is the beginning of the twenty-six hundred year journey we’re going to take together from the ancient Greeks, through Isaac Newton, to Niels Bohr, to Erwin Schrodinger, to the Dutch researchers that Leonard is currently ripping off. – Sheldon Cooper

Menguasai pendekatan ini dan anda semestinya kurang senang.

3. Berurusan dengan orang bodoh

There’s probably nothing worse than somebody who knows nothing about web design, technology, or computers telling you how to do your job. Many developers simply bite the bullet and let the client pay the price of their own buffoonery, but that’s actually quite an immoral stance to take and it’s costly for you on the basis that it’s one less site you can add to your portfolio.

Do correct clients when they’re incorrect. Whoever came up with that line “the customer is always right” was just a contemptible gold digger. As a professional, you have a moral responsibility to advise clients appropriately, much in the same way that a doctor wouldn’t advise a patient to continue doing something they knew was harmful even if the patient insisted on it. You can’t put profit above all else, or you will be contributing to the overall disgustingness of the Internet, and it’s already disgusting enough.

You need to be patient with customers like this. They know not what they do. And sometimes they’ll be a little offensive in the way they talk to you as a result of that, but you need to remind yourself of their ignorance before you respond to it.

Don’t worry about the moon. We… we set out laser to stun. – Leonard Hofstadter

Educate them, that’s part of your job. Enlighten them as to the correct ways to do things and the consequences of doing things the incorrect way. Above all, inspire them to share your vision and create something wonderful for them.

Be extremely subtle, even to the point of formlessness. Be extremely mysterious, even to the point of soundlessness. Thereby you can be the director of your opponent’s fate. – Sun Tzu

Pelanggan yang sukar hanya sukar sekiranya anda membiarkannya. Anda perlu menilai setiap situasi ketika timbul dan memilih tindak balas yang paling tepat. Dalam setiap kes, kesabaran dari pihak anda, sedikit diplomasi, dan ketetapan untuk bertahan, akan menjadi kunci kemenangan.

gambar header milik Justas Galaburda

Bogdan Rancea

Bogdan adalah ahli pengasas Inspired Mag, yang telah mengumpulkan hampir 6 tahun pengalaman dalam tempoh ini. Pada masa lapang dia suka belajar muzik klasik dan mendalami seni visual. Dia juga taksub dengan fixies juga. Dia sudah memiliki 5 orang.

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