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If it's a service company, make sure your
service technicians are wearing clean work clothes, their trucks are
clean, and salesmen should be well groomed and punctual. Everything
about your business should be professional.
The public is more sceptical than they've
ever been. So we have to deal with negative media about people who were
ripped off by a service contractor. It's hard to blame people for being
skeptical. There are a lot of sleazy companies out there who rip people
off.
We have to over compensate for these
consumer feelings. It's unfair, but that's the way it is. You want to
project a professional image and earn peoples respect and trust.
If They Complain, Answer. Whenever you
have a complaint come in from a client it means they are asking for
help. It's an opportunity to cement a relationship and enhance your
customer relations.
The key is to take care of complaints
as quickly, efficiently and ethically as possible. Don't leave them
unhappy. Remember that an unhappy customer will tell many, many people
not to do business with you.
If you have a customer that continually
complains and is always wanting to cut prices here, get a little extra
value there, give them their money back. Remove them from your database.
In many of the companies I've seen and
been involved with seen those companies build databases of people they
will not do business with because they are always looking to get
something for free.
If you give somebody their money back,
there aren't too many bad things they can say about you. If you don't
refund their money, they can say just about anything they want about it.
Whether true or not If it's a complaint that's not going to be rectified
at all. You definitely want to give the money back.
You should think of that money being
spent on stopping them from telling others bad things about you as money
well spent.
The customers who are normally good
customers or never say much one way or the other and something goes
wrong, You'll want to correct it quickly, efficiently and ethically as
possible.
Practice Professional Business- Get
impressive Results By Abe Cherian Copyright © 2005
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