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Converting an angry client into a Cheerleader

OK, campers, here we are with my final Part 3 of  “How to resolve customer complaints”.

Part 1 reviewed my 3-step Emotional Judo method of 1) thanking them, 2) sincerely apologizing and 3) taking “ownership” of the issue.

Then in Part 2 I shared a very simple (but often ignored) complaint solving secret.  Once you have clarified what the problem is, fix it and fix it cheerfully.  (Absolutely NO justifying, complaining and/or scowling allowed!)

So now you have a mollified customer that is at least not going to crucify you to their friends and/or on the Internet.  So now go one step further and create a “Turbo Cheerleader” that will rave about what a great company you are!

After resolving your customer’s concern do “something extra”.  Just look around and say, “I’m sorry we had to come back.  Let me make it up to you by …”

Yes, you heard me right. “Gift” the client something of value. Instead of just “settling accounts” go over and beyond by doing something extra at no charge.  This free gift doesn’t have to be anything elaborate.  For example …

You can spend a few minutes (remember, your machine is all set up anyway) cleaning a few cushions or the traffic lanes in an adjacent room or her car mats or (you choose).  20 years ago customer service expert Ron Zemke called this peace offering “Symbolic Atonement”- and yes, the concept still works!

NOTE:  I’ll share my very best Symbolic Atonement/gift certificate idea in next week’s QuickTIP.

Steve Toburen

PS  So what “peace offerings” do you give to your inconvenienced/unhappy customers?

Every week we share a timely, practical tip like the above. So if you’re not already signed up for these FREE weekly QuickTIPS, do so now.

This week’s FOCUS: The challenge of pricing your work

How do they make money at 7 cents per foot?

The Great “Carpet Cleaning Debate”- Room Pricing vs. Sq. Foot Pricing

The Great “Carpet Cleaning Debate”- Advantages of Package Pricing

Can I charge a premium for after hours commercial cleaning?

Pricing commercial with encapsulation vs. hot water extraction?

So, how DO I price my cleaning work?

Tired of the “your carpet cleaning prices are too high” objection!

Download: Winning Over the “Price Shopper” (Without losing your shirt!)

Download: Commercial Production/Pricing Analysis Log

Download: Commercial Carpet Analysis

Also new this week:

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