How to respond to difficult customers

Ken Gosnell Aug. 25, 2019

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Through an intriguing story in Luke 18:18-27—where Jesus interacted with an inquiring disciple—today’s modern business owner can glean wisdom on how to handle a disgruntled customer. 

The story is provocative because it confronts the truth that no matter how good or perfect a person or an organization might be in delivering on their promises, they will still lose followers and customers.  

Note a few key ways that Jesus addressed the questions of a disciple who said he was seeking the truth. The disciple approaches Jesus with a mindset and then asks Jesus a series of questions. The way the Lord responds illustrates several ways business owners should answer questions from customers.  

1. Answer questions directly and correctly (Luke 18:19)

The rich young ruler approached Jesus with a question: “What must I do to inherit eternal life?” Though a good question, it was not the right one. The rich young ruler had made the incorrect assumption that he had to complete good works to earn eternal life. 

By answering the rich young ruler’s question directly, Jesus tried to help him correct his point of view. In How to Win Friends and Influence People—one of the best-selling books of all time—Dale Carnegie writes that a person who wishes to engender friendship should “call attention to others’ mistakes indirectly.” 

Customers can have misconceived beliefs or ideas that might lead them to ask the wrong questions or to pose them with an “attitude.” It is wise to respond to people in an appropriate way, which will lead to the possibility of a great following.  

2. Answer questions patiently and intelligently (Luke 18:20)

The rich young ruler was not satisfied with the first answer, so he continued to pursue the matter. The thing is: questions never frustrated Jesus; He patiently answered every question asked of Him. In today’s marketplace, it is tempting to grow more anxious when problems are not resolved quickly. 

However, in relationships, everything takes time. Jesus was content to focus on this one man for as long as it took in order to satisfy his questions and needs. Businesses that excel at great customer service teach their team members to answer customers’ questions patiently and intelligently.  

3. Answer questions honestly and openly  (Luke 18:22)

The tension begins to rise as more questions and answers unfold. Because of the way that Jesus handled the first question, the rich young ruler tried to claim he had followed God’s commandments since childhood. 

Aside from the doubtful nature of his statement, it implied another question: “What do I still lack?” This is the question that Jesus has been waiting for; He knew the right answer, but didn’t start with it. He waited until the rich young ruler, in effect, asked the right question. The right answer to the wrong question can still be a wrong answer. 

In business, it is important to guide the customer on a pathway that helps them to discover the right questions to ask so that they can find the answers for which they are looking.  

4. Answer questions inspirationally and optimistically (Luke 18:26-27)

The last question came from Christ’s disciples rather than the rich young ruler: “Who then can be saved?” Hearing this exchange, the disciples were losing hope that anyone could be saved. In a moment of authenticity, they pondered whether all of the work they had been doing was in vain. 

They might even have been tempted to give up. But note verse 27, where Jesus responded to their question with the statement: “What is impossible with man is possible with God.” Through this answer, Jesus showed the possibility of what can come and gave His disciples the necessary inspiration to continue to be faithful to their tasks.  

Answering questions can be tiring. Often, the outcome is not always what is desired. Still, when questions are answered correctly and with the right attitude, the outcome does not matter. Why? Because the leader has done all that is required.  

Photo source: istock 

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Ken Gosnell is CEO and Servant Leader of CXP (CEO Experience). CXP is a premier coaching and executive roundtable business that serves Christian CEOs in Washington DC, Maryland and Florida. Ken serves leaders by helping them and their teams to have great experiences that both transform the leader and their organizations to go further faster. Learn More »

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