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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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