It drove me absolutely nuts when my company was blamed for the customer’s pre-existing problem(s)! However usually they (and I) were innocent victims of a weird psychological phenomenon I’ve dubbed … “Heightened Awareness Syndrome”! (HAS)
“Quality Check” calls made the day after the cleaning service are a great way to verify that the home owner is delighted. (If you aren’t doing them, start now!) However, this week’s quickTIP shows how to “double dip” with your Q/C calls by creating a positive Moment of Truth for your technicians.
A complaining customer is just a wake up call to “tune up” your company. But before you can make these positive changes you need lots of “Why, When, Where, What and HOW?” answers.
Fixing a complaint just gets you “even” with your client. Why not invest a few minutes more and create a “Turbo Cheerleader” while you are there anyway?
Fixing complaints is more about good communication than it is about your technical cleaning skills. To turn a bad situation into a positive Moment of Truth you need to do more than just remove the spot. Here’s how to fix the REAL issue …
Dealing with upset customers can take a lot of time and patience. Is it worth it? Absolutely. Follow these three steps to diffuse and convert a tense situation.
Steve shares one word to never use with a customer along with a reminder on a much more neutral and less “accusatory” phrase.
You can’t go wrong focusing on customer’s kids and pets. Steve shares how he programmed in some “pet positive” Moments of Truth into his technician’s daily routine …
A lifetime customer is worth thousands in repeat business and referrals! Do more than “fix the problem”, win points with a gift check.
There will always be unsolvable problems in your customer’s home or business. How can you avoid endless callbacks to “fix the unfixable”? Here’s a simple reminder …
Today’s customer will post a negative online review BEFORE calling you! So get proactive by calling the client BEFORE they reach their computer keyboard!
What is of special concern? By focusing on what is “special” to your prospective client you seal the sale and create a future Cheerleader for your company.
Negative online reviews are a tempting way to vent. Your problem? A negative review can stick around “forever”!
All customers have questions they don’t verbalize! Read here samples of “Unspoken Questions” that are screaming away in your customer’s mind right now.
Knowing when to walk away is critical for all service industry professionals. For restorers dealing with insureds even more so.