Dealing With Difficult Customers and Suppliers

Top Types of Difficult People in Shops and What to Do

• Unhappy shoppers: Angry about a price, a sale policy, or a refund.
• Demanding consignors: Want extra attention, special payouts, or complain about pricing or unsold returns.
• Pushy or unreliable suppliers: Miss delivery deadlines, try to “up sell” you, or break agreements.

How to Handle a Difficult Situation Step by Step

• Pause and listen: Even if you’ve heard it before, let them finish. People want to be acknowledged first.
• Stay calm and keep your voice slow: Taking a breath (and lowering your voice) signals control and diffuses most rants.
• Repeat back their concern: “I see you’re upset about [the price/policy]. Let me see what I can do.”
• Stick to the facts and the policy: Calmly explain what your written policy is and why it protects all customers/consignors.
• Offer a fair and fast solution: Store credit, a quick call to a supplier, or a return within posted rules goes a long way.

Setting Boundaries and When to Say “No”

• Have policies posted (returns, pickups, markdowns, payout schedules).
• “I’m sorry, our policy is [state it] and I have to be fair to everyone.”
• If someone gets rude or abusive, you can politely ask them to leave and return when they’re calm.
• Never argue. Thank them, make your position clear, and end the conversation if it goes in circles.

Special Cases: Suppliers and Consignors

• With suppliers, always get pricing and timelines in writing. If there’s a service failure, calmly explain you expect the contract honored, or you’ll find another supplier.
• With consignors who want favors, stand by the written contract and fairness to all. Schedule reminder notes or auto emails for pickups and payouts to prevent miscommunication.

How to Bounce Back After a Tough Interaction

• Take a short walk, have a glass of water, or vent to a business friend.
• Remember: one difficult person doesn’t define your business or you.
• Document the interaction in your shop records if there was a major dispute or ban just in case.

How Technology Helps Prevent Disputes

• Digital receipts, signed contracts, automatic pickup and payout logs, and detailed transaction reporting all protect you if someone questions your process.
• Consignment software lets you show customers and consignors exact status on-the-spot.

FAQ: Tough Customer & Supplier Situations

Resolution Checklist

• Listen first and don’t take it personally
• Stick to your policies fair to all
• Offer fast resolution or clear next steps
• Record the issue if needed for your files
• Move on to your next (and usually nicer!) customer

Next Steps

• Review and post your return and consignor policies at the counter
• Update your template replies for the most common disagreements
• Use your software’s recordkeeping to back up your decisions
• Read common shop challenges for broader solutions