In last week’s QuickTIP we learned why you should never “accuse” your customer of having a “problem”. Why not? Because “problem” is a bummer word- laden with negativity and guilt! (Plus your client assumes if they admit the job has “problems” you will charge them more!)
But let’s go deeper on this word “problem”. For example, when you thank someone in business they many times answer, “No problem!” But remember, you are just thanking them for doing a good job! So instead, when a client thanks you (or your employee) simply reply…
“It was my pleasure.”
Or as my mechanic always corrected me when I thanked him for a speedy job well done, “No, Steve, it is I who must thank you for your business!” What a great way to remind the customer of the appreciation we have for their loyalty… and their referrals!
NOTE: I realize the above change of phrase may seem like a very small thing. However, remember the old saying, “God is in the details.” And many of our QuickTIPS are just that- a short idea that combined with others creates a superb business. So when your customer says, “thank you”…
Residential HINT: With a small grin reply, “It’s my pleasure. Now IF you REALLY want to ‘thank me’ I’d appreciate an online review. I’ll include some links in my follow-up email and thanks in advance.”
Restoration HINT: Simply say, “It’s been our pleasure. And if you want to mention how pleased you are to your adjuster I would really appreciate it!”
Commercial HINT: Answer, “My pleasure. It is our job to make your business run smoother. Now if you would refer us to other property managers that would be huge!”
Oh, and by the way, “It is our pleasure to send you this QuickTIP every week! Please let me know if these QuickTIPS and SFS have helped you!”
Steve
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