Friday, December 2, 2016

Time Doesn’t Fix Fires…..It Only Fuels Them!



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.

Are You Contagious?
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.