Mrs. Smith just called and is very unhappy with the service
your company provided.
She asked for the
owner but you told your Customer Service Rep you were “unavailable” but you
would get back to Misses Smith tomorrow after you spoke with the Technician.
Several days pass and the note about Mrs. Smith’s problem is
now way down in the “to do” pile. Several more days pass and since you have not
heard from Mrs. Smith, you decide to pitch the note. Guess what, Mrs. Smith has
not forgotten about her problem. In fact she is seething mad! She may not be a
computer genius but she can find several review sites to express her dismay! You
may be total unaware of the posts but other customers and potential customers
are reading her blasts at your company. Do you think they are going to totally
dismiss her comments? Probably not!
Unattended
Camp Fires Result in Forest Fires
Why isn’t the phone
ringing? When homeowners or business owners look for a contractor, they check
the review for your company. With many options for them to choose from, why
would they choose a company with less than stellar ratings? You don’t have
that! Oh, Misses Smith isn’t the first to have and issue with your company and
she won’t be the last (if you are still in business). Every company has
customer issues from time to time. It’s how quickly and efficiently you handle
those complaints that matter to your customers. Most customers can see through
an illegitimate complaint posted by an unreasonable customer. But you must take
each and every complaint seriously, expeditiously, and effectively. Every
customer concern requires action and often a written response by the company.
Ignoring
customer Concerns is Contagious
What you do as a business owner is
highly contagious! If you elect to ignore the concerns of your
customers, so will your employees. You keep asking why the phone isn’t ringing
with service calls. You really know the answer, you are afraid to admit your
short coming in responding to the customer. Well, it’s a good time to make a
2017 resolution to without hesitation, take care of the customer!
Dan has been in the service industry for nearly 50 years. He has operated a large plumbing, heating and air conditioning service company and for the past 12 years has helped small companies in the service business to grow and prosper.
Contact him @ Dan@SayYesToSuccess.com
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Dan has been in the service industry for nearly 50 years. He has operated a large plumbing, heating and air conditioning service company and for the past 12 years has helped small companies in the service business to grow and prosper.
Contact him @ Dan@SayYesToSuccess.com
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