HANDLING COMPLAINTS

As much as we hate to admit it, most of us will have a customer complain at one time or another. If someone tells you they don't have complaints, take their temperature and get them to the hospital immediately.

While it seems simple as to how we should handle complaints, as I travel the country I see many ways not to handle complaints. Doing it wrong is the surest way to lose a customer so let's review my suggested way to handle that call that will inevitably come.

1. When you first hear of the complaint, arrange a meeting as soon as possible---within a half hour if at all possible.

2. DON'T MAKE EXCUSES. Listen to the customer and acknowledge the complaint. You see, the customer doesn't care if you had 3 people out last night or if your vacuum doesn't work or you were short of supplies. They hired YOU to solve those problems. If they have to handle the problems, they don't need you. Making excuses is one of the ways I find some contractors try to talk their way out of a problem. Making excuses only makes you look worse so don't do it. In the eyes of the customer if you are making excuses you are not managing your organization. You have just made it easier for your competitor to take the account.

3. Take notes and get all the facts you can from the customer. Inspect the area WITH THE CUSTOMER IF POSSIBLE. Know exactly what the complaint is.

4. Tell the customer what you are going to do and WHEN you are going to do it. Then---DO IT.

5. Follow up with the customer the next day, IN PERSON, to make sure the customer is satisfied. Thank them for calling it to your attention.

6. Ask the customer if there is anything else you can do for them.

7. THANK THE CUSTOMER FOR THEIR BUSINESS.

Remember, each time you come in contact with the customer you have the opportunity to solidify your relationship and potentially get more future business. On the other hand, not handling a complaint in a satisfactory manner is also an opportunity to lose business and in today's business environment we should be doing everything we can to keep our customers.

The saying from years ago still holds today----

THE TWO RULES FOR KEEPING CUSTOMERS,

RULE NUMBER 1--THE CUSTOMER IS ALWAYS RIGHT

RULE NUMBER 2--IF YOU THINK THE CUSTOMER IS WRONG, REFER TO RULE NUMBER 1.

Incidentally, I have had many people challenge me on the saying above. My answer is always the same. You most always have 2 choices--you can follow the rules or cancel the customer, the choice is yours. It's that simple.

HAVE A GREAT WEEK. Hopefully you'll not have any complaints, but if you do, take care of them in a positive way and hopefully the guidelines above will help you maintain a positive progressive relationship with your customers.