Getting Feedback and Building Relationships Can Turn Customers into Keepers
San Mateo, CA – Most cleaning contractors are very focused on growing their businesses and winning new clients. However, a big problem some contractors have is that for every two new clients coming in the door, one leaves.
To build your business and make it stronger, we’ve got to slow down that revolving door. One way to accomplish this is through outstanding customer service. Good customer service won’t do. It must be outstanding customer service.
To make this happen, here are the top five golden rules when it comes to customer service:
Listen. Active listening and giving a customer your undivided attention is crucial. In a meeting, focus on them. Listen to their words and watch their body language. Don’t make assumptions and don’t interrupt.
Say, “Yes, We Can:” When dealing with customer issues, the client may ask if something can be performed a certain way, or changed. If this will make them happier, and the request is reasonable, the answer should always be, “yes, we can.” The word “yes” has power and can quell many challenges when working with clients.
How to apologize: Mistakes are going to happen, and issues are going to arise in any business relationship. If you or your staff have made a mistake, apologize once and then move on. Studies have shown that once the apology is made, the client is now more focused on solutions. Many contractors focus on the apology far too long.
Give more: There’s an old expression, under promise and overproduce. Most contractors really cannot under promise, but they can overproduce. Customer relations is far easier to handle when the client knows they are getting an excellent service.
Get Feedback. One cleaning contractor had someone in his office check-in with every customer every month. Over time, two things happened: First, any issues that needed addressing could be handled quickly before they became more acute; second, his customers grew to like this office staffer, and the contractor was told that repeatedly. The feedback and the personal relationship that evolved turned many of his customers into keepers.
About Segura & Associates
Segura & Associates was founded by Ron Segura, who now serves as president of the company. Ron has over 45 years of experience in all segments of the professional cleaning and building operation with ten of those years spent as Manager of Janitorial /Document Services for Walt Disney Pictures and Television. Segura & Associates works with clients, helping them operate their facilities in a healthier, more sustainable, and efficient manner. He can be reached via his website at http://www.seguraassociates.com.