How do you set boundaries with customers who are unreasonable?

I was pulled into an escalation call one time between our vendor and our customer. I had been briefed that the customer had been using obscene and abusive language with the help desk team. On the call he jumped into a rant. I interrupted him and asked what outcome he would like? This shifted the conversation. His two requests were completely reasonable. So, I said "done, we'll take care of those for you." Then, I said "I also would like to discuss support calls going forward. I cannot have you swearing at the support staff. If you're unhappy, I encourage you to request an escalation to a manager." The line was silent for a beat, but he agreed to have his employee interface with the help desk going forward. Direct, but supportive.

Set the expectations right! Be it your company policies, ways of business be upfront (but polite) and send out the right signal. Do not digress, be straight as it helps in setting the right expectations with the customer. By doing this, customer should understand that he is asking for something exceptional when he does so. Naturally then you'll have the upper hand in such situations.

We train our clients and customers how to treat us; this works to our advantage and to our detriment. Setting boundaries is not only healthy, but it's required. When we are mistreated or our team experiences mistreatment, it's our responsibility to call it out and deal with it immediately. If you don't do this, you risk losing the respect of your team and letting the customer know that the treatment is going to be tolerated. Remember that setting boundaries isn't cruel; it's probably the most kind action you can take with new customers.

Don’t let emotions get involved and set clear expectations from the beginning. If you cater outside of the norm at the beginning, that will set a precedent for the future. Be fair and consistent.

Don’t go above and beyond reasonable measures to accommodate difficult customers. Most likely they will not be swayed no matter how much money you put forward out of pocket. They will leave a poor review, but one poor review will not outweigh the growing number of positive ones. Keep pushing and make sure what you offer is of quality.

Stay calm and professional, maintain composure. Keep your emotions in check and remain calm, no matter how unreasonable the customer may be. Use polite and professional language to convey your points clearly.

In our company, establishing effective boundaries with clients involves clear communication of expectations from the outset, including working hours, response times, and project scope. Detailed contracts, consistent enforcement of policies, and managed communication channels are essential. By limiting included revisions, prioritizing tasks with project management tools, and defining emergency policies, we maintain a structured workflow. Additionally, educating clients on our processes and suggesting alternatives for out-of-scope requests ensures alignment. Importantly, we go beyond customer expectations by embracing diversity, inclusion, and different perspectives, always maintaining respect for our clients while upholding our core values.

Always be polite and respectful when refusing to accommodate a customer demand. Before doing so, please let the customer finish his side of defense on why he demands something. Hear him out, this will also help you prepare some counter points that is in line with his line of defense. Explain why the demand cannot be accommodated in a professional manner (no room for emotions/sentiments). Be logical and fearless in explaining your side.

Don't be afraid to have the difficult conversations with customers. You never know what you can get unless you ask. Always think before responding and listen to what is really being said and not how. If they are venting then there is a root cause so do your best to try to understand what it is and how to effectively come to an agreeable resolution. Learn how to control your emotions, opinions, and responses but most of all please don't take it personal.

One thing I’ve found helpful is reminding myself to remain assertive, which is the sweet spot between aggression and passivity.

When faced with a challenging request beyond our capabilities at Green Biofuels, we handle it with transparency, empathy, and a focus on a win-win solution. As an advice for what works for us: Acknowledge the request, clearly explain why it's difficult, and offer the best possible alternatives aligned with our values of sustainability, innovation, and respect. Emphasize your commitment to finding mutually beneficial solutions and maintain a positive, supportive tone. Follow up to ensure customer satisfaction and offer further assistance if needed. This approach reinforces our dedication to customer satisfaction while upholding our professional standards.

I believe it is extremely import that your team is all on the same page, especially in situations regarding unruly customers.

Sometimes, what we don't say is more informative than what we do say. Overcommunicating can damage a relationship by diminishing mutual respect and mudding the waters. Clean up your side of the street, make no excuses, and refrain from repeating yourself.

At Green Biofuels, we view challenging requests as opportunities for growth. By finding solutions or alternatives, we can turn these requests into potential growth drivers. For instance, while we specialize in transforming oil into biodiesel, our clients have sought guidance with other recycling materials. This has allowed us to expand our scope and capabilities. Acknowledge such requests, explain any difficulties, and offer the best possible alternatives aligned with our values of sustainability and innovation. This approach not only enhances customer satisfaction but also drives our company's expansion and innovation.

best advice I have here is: 1. it's not personal, don't make it personal; 2. if you cannot find a solution within the boundaries established for you - it's okay to accept an escalation request and/or suggest one. I was once in a position of requesting a billing refund for a significant amount of money over an extended timeframe that fell outside the normal parameters for what was approvable by the primary support staff. My request could have seemed unreasonable, but it was just uncommon. Differentiating these can be tough, particularly when there is a chance for company bias to kick in. So, also consider the resources you have to look at the situation and who can make decisions that fall outside the norm.