By Bernard Kelvin CLIVE
Running a business? You’ll meet all kinds of customers. Some are easy, others not so much.
I’ve seen it all. Over time, I noticed some customers need extra care. For example, the ones who always change their minds or expect everything for free. They can really test your patience.
Not every customer is the same. Some boost your business, while others just waste your time and energy. Spotting tricky customers early saves you stress and keeps your business safe. Imagine having to redo work because someone changed their mind at the last minute. Frustrating, right?
Knowing how to handle different types helps a lot. You learn to focus on the good ones—the ones who value your effort and pay on time. These are the customers that keep your business thriving.
Here are seven types of customers (plus one) to be cautious about, along with tips on how to handle them effectively.
The Know-It-All
These customers believe they are experts in everything. They walk into your office or store acting as if they know more than you—despite having little to no experience. They’ve read a few articles online or watched some YouTube videos and now think they can dictate how you should do your job.
I once had a client who wanted a digital service but insisted on controlling the entire process, even though he lacked technical expertise. When I recommended the right approach, he resisted—until he eventually realized he needed to trust the expert.
These customers can be frustrating, but the key is to stay patient and firm. Politely remind them why they sought professional help in the first place, and guide them toward trusting your expertise.
The Braggart
Closely related to the Know-It-All, the Braggart loves to talk big. They boast about their wealth, connections, and past experiences—often mentioning how they’ve used premium products or services elsewhere.
“Oh, when I was in London, I used something just like this.”
“I have no problem paying for quality; money isn’t an issue.”
But when it comes time to actually buy, they either hesitate, bargain endlessly, or disappear. They talk big but act small when it’s time to commit.
How to handle them? Don’t be swayed by their words—only action matters. If they are serious, they will pay. If not, don’t waste time entertaining their exaggerations.
The Sly Customer
These are the tricksters—the ones who always try to outsmart you. They might:
– Place an order but delay payment indefinitely.
– Pretend they didn’t receive the product or service as agreed.
– Request free extras disguised as “small favors.”
– Disappear when it’s time to settle their bills.
Some will even send fake inquiries just to gather information and later use it elsewhere.
To deal with them, set clear policies upfront. Request deposits before starting work, verify payments before delivery, and always keep records of transactions.
The Oliver Twist (Invoice Takers & Perpetual Bargainers)
This type of customer always wants more—more discounts, more invoices, more negotiations.
– The Invoice Takers: They frequently request invoices but never actually buy anything. They collect quotes from multiple businesses, comparing prices endlessly without any real intent to purchase.
– The Perpetual Bargainer: No matter how fair your pricing is, they always ask for a discount. They pressure you by comparing your prices with cheaper alternatives or insisting they deserve special treatment.
While occasional bargaining is normal, these customers make it a habit. They undervalue your work and try to get the lowest price possible, sometimes at the expense of quality.
How to handle them? Be firm about your pricing. Offer structured discounts only when necessary, but make it clear that your value comes at a price. If they continue to waste time, it’s best to move on.
- The Indecisive Customer
These customers struggle to make decisions. They browse endlessly, ask countless questions, and still leave without buying. Even after purchasing, they second-guess themselves and might ask for changes, refunds, or replacements.
They might say:
“I think I want this… or maybe that one instead?”
“Let me sleep on it and get back to you.”
Dealing with them can be exhausting. The best approach is to limit their choices and guide them toward a decision. Offer recommendations instead of overwhelming them with too many options. If they still hesitate, set a deadline for their response.
The “Good Samaritan”
At first, these customers seem generous and easygoing. They are willing to spend—but only on extras, not on the main product or service you offer.
For example, if you sell software with premium features, they’ll happily pay for add-ons but refuse to buy the core product. If you run a training program, they’ll pay for the workbook but not the actual course.
They want to appear supportive, but in reality, they are not investing in what truly matters. To handle them, steer the conversation toward the essential product or service. Emphasize its value before introducing any extras.
The Lazy Daisy
These customers can frustrate you because they refuse to read instructions, labels, or product descriptions.
– The price is clearly displayed, but they still ask, “How much does this cost?”
– A step-by-step guide is provided, but they ask, “How do I use this?”
– A FAQ page answers their concerns, yet they call for explanations.
They need constant hand-holding, making interactions longer than necessary. To manage them, keep your responses short and direct them to the information they need. If they continue asking the same questions, remind them to refer to the provided materials.
- The Last-Minute Rusher (The Gate-Crasher)
These customers always show up at the last possible moment, expecting special treatment.
– They demand urgent service but refuse to pay extra for the rush.
– They appear just after a promo has ended and insist they should still get the discount.
– They message you late at night or on weekends, expecting immediate responses.
“Oh, I didn’t know the promo ended! Can’t you make an exception for me?”
“I need this delivered by tomorrow. Can you make it happen? I’ll pay the same price.”
They assume their urgency should be your priority, regardless of how inconvenient it is for you.
To handle them, set clear deadlines and rush fees. Make it known that promotions have strict expiration dates and that urgent work comes at a premium. If they insist on bending the rules, politely stand your ground.
These 7+1 customer types—The Know-It-All, The Braggart, The Sly, The Oliver Twist, The Indecisive, The Good Samaritan, The Lazy Daisy, and The Last-Minute Rusher—can make business challenging. But with the right strategies, you can minimize stress and protect your time and resources.
Key Takeaways:
- ✔️ Set clear boundaries and policies.
- ✔️ Don’t be afraid to say no to time-wasters.
- ✔️ Focus on customers who truly value your products and services.
Not every customer is worth the effort. Choose wisely, and your business will thrive!
As you build your business, learn to identify these customer types quickly. Set clear policies, communicate expectations upfront, and don’t be afraid to walk away from a deal that feels unbalanced. The right customers will value your time and expertise, making your business journey smoother and more rewarding.
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