You should feel blessed if a customer calls to complain and deal with the complaint as quickly and efficiently as possible. A customer who takes the time to complain is a true customer. They have been happy with your service but need something rectified. This customer is not spreading negative comments about your business and you need to secure customer satisfaction as quickly as possible.
I work with staff and sub contractors and I recently had a call re the standard of work of one of the sub contractors. I offered to send the sub contractor back to the job, however this was declined. I offered to go out myself to the customer, however this to was declined. I than agreed to go myself the next time the customer needed our assistance. The customer was happy with this as the job was not badly completed, just not up to the normal company standard.
When a customer complains you need to solve the problem as quick as possible, this could be completing the service again free of charge, giving money back or providing a discounted service. Where possible I always offer to go and fix up the reason for the complaint. In a service industry this is repeating the particular job.
Sometimes a customer is just not happy and complaining in order to get a discount. These customers are dishonest customers and whatever you do or offer to do will not change the fact they want a free or discounted service. If I've a customer who does not accept a repeat free service than I work to the rule that "The customer is always right... once." and I give them the discounted service and walk away. No repeat business.
The reason for the complaint also needs to be looked at. In my case, the worker is a good worker and I chose to give feedback to the worker and re-train.
"A man would do nothing if he waited until he could do it so well that no one could find fault." ~John Henry Newman
Friday, January 14, 2011
Friday, January 7, 2011
Ask for the sale
A big mistake is not asking for the sale, closing the deal, booking the appointment.
We can go through the process, the quote, giving up our time and taking up theirs but if we do not ask for their business......was it worth it. Your potential customer may stay just that a potential customer.
Asking for the business is not pushy, it is merely assisting with a decision. Asking needs to be done in a positive way to be sold, if asked in a negative manner, the business is lost.
Recently I made that error and said "although we are more expensive than others we do have insurance, ......." Naturally this potential customer is shopping around.
To ask for the sale I should have said "all our staff are fully insured, bring along their own equipment and are security screened. We have a Tuesday or Wednesday available which day suits you?"
Be prepared to book the appointment, ask for the sale.
We can go through the process, the quote, giving up our time and taking up theirs but if we do not ask for their business......was it worth it. Your potential customer may stay just that a potential customer.
Asking for the business is not pushy, it is merely assisting with a decision. Asking needs to be done in a positive way to be sold, if asked in a negative manner, the business is lost.
Recently I made that error and said "although we are more expensive than others we do have insurance, ......." Naturally this potential customer is shopping around.
To ask for the sale I should have said "all our staff are fully insured, bring along their own equipment and are security screened. We have a Tuesday or Wednesday available which day suits you?"
Be prepared to book the appointment, ask for the sale.
Monday, January 3, 2011
Customer Service
You would not have a business without your customers and customer service is the liveblood of any business. You need not only provide excellent customer serivce to your customers that keeps them coming back, but you also need to know the customer is happy with your services and willing to refer you to others.
Great customer service is not hard, there are only a few step to follow.
1. Communicate
I like to personally meet with my customers from time to time face to face. The customer feels more assured that you are looking after them when they've met you in person.
Leave short notes for changes in the schedule and email or text the note if this is what the customer prefers.
Write a newsletter once in a while and give updates to all your cusotmers of any changes.
Respond to Messages Promptly & Keep Your Clients Informed
2. Be Friendly and Approachable
Believe it or not you can hear a smile through the phone. It's very important to be friendly, courteous and to make your clients feel like you're their friend and you're there to help them out. There will be times when you want to beat your clients over the head repeatedly with a blunt object - it happens to all of us. It's vital that you keep a clear head, respond to your clients' wishes as best you can, and at all times remain polite and courteous.
3. Anticipate Your Client's Needs & Go Out Of Your Way to Help Them Out
Sometimes this is easier said than done! However, achieving this supreme level of understanding with your customers will do wonders for your working relationship. If you notice your customer needs the windows cleaned promote a local window cleaner. I once pointed out to the customer that their oven should be cleaned at least twice a year. This is now and additional service to the cleaning schedule.
4. Don't make promises unless you will keep them.
Reliability is one of the keys to any good relationship, and good customer service is no exception. If you say, “You wipe the celing fans when cleaning' ensure you do wipe the fans when cleaning.
The simple message: when you promise something, deliver.
"You will be judged by what you do, not what you say."
5. Deal with complaints.
No one likes hearing complaints, and many of us have developed a reflex shrug, saying, "You can't please all the people all the time". Maybe not, but if you give the complaint your attention, you may be able to please this one person this one time - and position your business to reap the benefits of good customer service.
6. Train your staff (if you have any) to be always helpful, courteous, and knowledgeable.
Do it yourself or hire someone to train them. Talk to them about good customer service and what it is (and isn't) regularly. Most importantly, give every member of your staff enough information and power to make those small customer-pleasing decisions, so he never has to say, "I don't know, but so-and-so will...
7. Take the extra step.
If a customer asks you to assist with something that is not normally part of your routine, don't turn your back, do the extra, you'll be greatly appreciated.
8. Throw in something extra.
Peolpe love to get more than what they thought they were getting, throw in the extra, a coupon, a tip or an additional task.
Customer service, like any aspect of business, is a practiced art that takes time and effort to master. All you need to do to achieve this is to stop and switch roles with the customer. What would you want from your business if you were in your customers shoes? How would you want to be treated?
Treat your customers like you would like to be treated and they'll always come back.
Great customer service is not hard, there are only a few step to follow.
1. Communicate
I like to personally meet with my customers from time to time face to face. The customer feels more assured that you are looking after them when they've met you in person.
Leave short notes for changes in the schedule and email or text the note if this is what the customer prefers.
Write a newsletter once in a while and give updates to all your cusotmers of any changes.
Respond to Messages Promptly & Keep Your Clients Informed
2. Be Friendly and Approachable
Believe it or not you can hear a smile through the phone. It's very important to be friendly, courteous and to make your clients feel like you're their friend and you're there to help them out. There will be times when you want to beat your clients over the head repeatedly with a blunt object - it happens to all of us. It's vital that you keep a clear head, respond to your clients' wishes as best you can, and at all times remain polite and courteous.
3. Anticipate Your Client's Needs & Go Out Of Your Way to Help Them Out
Sometimes this is easier said than done! However, achieving this supreme level of understanding with your customers will do wonders for your working relationship. If you notice your customer needs the windows cleaned promote a local window cleaner. I once pointed out to the customer that their oven should be cleaned at least twice a year. This is now and additional service to the cleaning schedule.
4. Don't make promises unless you will keep them.
Reliability is one of the keys to any good relationship, and good customer service is no exception. If you say, “You wipe the celing fans when cleaning' ensure you do wipe the fans when cleaning.
The simple message: when you promise something, deliver.
"You will be judged by what you do, not what you say."
5. Deal with complaints.
No one likes hearing complaints, and many of us have developed a reflex shrug, saying, "You can't please all the people all the time". Maybe not, but if you give the complaint your attention, you may be able to please this one person this one time - and position your business to reap the benefits of good customer service.
6. Train your staff (if you have any) to be always helpful, courteous, and knowledgeable.
Do it yourself or hire someone to train them. Talk to them about good customer service and what it is (and isn't) regularly. Most importantly, give every member of your staff enough information and power to make those small customer-pleasing decisions, so he never has to say, "I don't know, but so-and-so will...
7. Take the extra step.
If a customer asks you to assist with something that is not normally part of your routine, don't turn your back, do the extra, you'll be greatly appreciated.
8. Throw in something extra.
Peolpe love to get more than what they thought they were getting, throw in the extra, a coupon, a tip or an additional task.
Customer service, like any aspect of business, is a practiced art that takes time and effort to master. All you need to do to achieve this is to stop and switch roles with the customer. What would you want from your business if you were in your customers shoes? How would you want to be treated?
Treat your customers like you would like to be treated and they'll always come back.
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