The Goal of handling a “Grump” Member is to not just have them continue being a customer, but your biggest singer!

1. Listen: Strain to hear what they are saying. Seek to understand what they are feeling. The trick here is to pretend they are not talking about you so you don't get defensive. It’s vital to maintain your temper and composure. Strive not to be thinking about what you want to say. Press yourself to listen---do not talk or argue! Be sure to take notes and gather all the information! See attached circle style of notes.
2. Clarify the situation: acknowledge their feelings and how important they are to you. Put yourself in their shoes and think about how it would make you feel if the same thing would happen to you. The following is an example of what you might say: I'm sorry we treated you this way. OrI think I would have felt like I didn't matter---I would have been angry too. You are important to us I’m sorry that what happened made you feel like the opposite. Be careful to not agree or disagree.
3. Ask for permission to talk through it: Say something like…”Would it be ok if we talked through this? I might fumble through this, but I do better thinking out loud here.”
4. Explain the situation: explain what could have happened. Act in disbelief that his behavior is exactly opposite of how we want to behave or how we do behave.

5. Ask: What steps could I take to resolve this? What can I do to make this right with you?
6. This sends you right into negotiations: Not that he or she thinks you are negotiating---you are though.The solution needs to be one that is agreeable to both parties.
7. Close: Agree together with your member to a solution and a plan of action.
8. Post Close: As you walk them out or hang up assure your member that this is a good program and your desire to help them achieve their goals.Tell them “You matter to us (me)!” Thank the member for calling and letting you know their feelings and what happened.Explain your desire to work this out---etc.

9. Act: Be sure you follow through on the plan of action you have committed to.

10. Follow up: Send a card, an email, flowers, a gift…show them that they are not just welcome, but that you value them as a member of the family.

Note: Lower your voice. If they are screaming, and your tone becomes quieter, then eventually you both will be talking normal.