HANDLING COMPLAINTS

As much as we hate to admit it, most of us will have a customer complaint at one time or another. If someone tells you they don't have complaints, take their temperature and get them to a 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 if you were short of supplies. They hired YOU to solve these problems. If they have to handle the problems they don't need you. Making excuses is one of the ways 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 and their account. 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. Always 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 a 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, or having to handle it again the next day because it wasn't done or done right, is also an opportunity to lose business and in today's business climate we should be doing everything we can to keep our customers. 

It may be necessary to conduct some training with your staff to be sure they know how to do the work correctly that the customer was complaining about. With today's technology you can conduct training quickly and efficiently with the staff right on the job. 

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. 

I have had 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 is that simple. 

I plan to be in Scottsdale Arizona next month for the BSCAI Executive Management Conference. I hope to see a large number of contractors there to learn and take home ideas that can grow their businesses profitably. If you want more information on the conference you can visit the BSCAI web site at www.bscai.org 

Till next time. Let me know your thoughts on this post. Happy April 15 tax day.