Why should you care about “what’s the best way’ to deal with complaints and problems?
- Studies have shown that it costs more to get a customer than to keep an existing customer.
- Most will not do business with you again if they have had a bad experience and they rarely will ever tell you why.
- What comes around goes around, as they say. That grapevine does exist.
Managing an upset client on the phone
When a client calls you and is upset with something that happened during the garage door repair, or something you did or didn’t do according to what they thought should have been done and is so angry that their thinking is way out there. Making you wonder what in the hell they are talking about. (K.I.S.S) Keep it simple Simon. Don’t let your emotions get involved.
- Asses the circumstances, allow them to work out their anger, let it roll off your shoulder because honestly you were probably just the straw that broke overhead garage door repair the camel’s back not the cause. Hear them all the way through without saying anything.
- Once they have completed venting their “concerns”, repeat it back to them to make certain you understood their concern.
- If you have the service order, check it against the issue they are having.
- Don’t let that devil on your shoulder give you indignant thoughts. They are not trying to dominate you; they just want to feel important.
- If you have the invoice with you or remember the clients name. Use it! There is a reason they don’t name animals going to slaughter.
- Most the time a client really doesn’t understand or know what the whole situation is. That’s why they called you! Talk them down, remain impartial to the attack and always, always follow the garage door repair mans motto, “Live and let live…” oh wait. That’s 007’s theme. Moving on.
- Bottom line, most people intentions are good, they get shafted every which way from large corporations to poor practice small businesses. Let’s face it, you’re in a SERVICE oriented field and you need to excel in it or you’re going to flop, even if you’re a larger company. Revenues will fall and then everyone will wonder what the H*** happened.
Managing an upset client in person
On the phone is one thing, being in the field as a garage door repairman is another thing all together! Some people just thrive for conflict. When these surface you will have to weigh each situation out yourself. Each garage door repairman’s comfort level is different; some may not care for foul languages where others may not have an issue with it. In most cases when some ones angry enough to use bad language they will feel terrible about it afterwards. Best thing you can do is walk away, walk away.
If you client is a corporation or a business, make certain to point this out, (professional to professional).
Taking care of the issues
Always be certain again, to repeat the issue back to them for clarity and agreement. Once you have agreement the issues is halfway resolved.
- Ask what you can do to solve the issue.
- If they had previously said no to a part or wanted a cheaper solution that you bring it up.
- If it’s your fault, be sure to accept responsibility and not make excuses. Your client will appreciate your honesty.
- Take action immediately.
- Re-iterate what you agreed was the problem, what the solution is going to be and WHEN it will be resolved.
- And of course be certain to send them a thanksgiving card or Christmas card, joking about the problem, it will get you a chuckle and probably more business. Because whether you realize it or not you shared an emotion with them, except you controlled the emotion, there for you are still in control.. Make sense yet, garage door repairman?
So, the garage had water damage and it affected your garage door repairs
Well WHOOOPED DEE DOO right? Not your fault, but the client thinks you should do something about it. Turn it around in your favor, heck half the time you end up going back to a job anyway because you forgot something or.. the client forgot something. Show up with a big smile and have them sign a note saying you’re donating your time and services for garage door repairs. (After all you are a garage doo repairman). Use that note on your taxes. Cool thing is, you can put your normal rate.