Ever deal with a customer recently burned by another contractor? Or one who stayed up late watching Contractor Sting episodes? Not your fault on either, but YOU have to undo the damage. However –

The Customer is NOT Always Right

The customer is sometimes an irrational, rude pain. Nope, they may NOT be right for you, but may be perfect for someone else. In other words, you have my permission to fire them, but only AFTER reasonable attempts at maintaining them. This also starts with expectations and limits.

The perfect CSR is a perfectly good listener, but when the conversation escalates with a rude loudmouth, limits must be imposed.

“Sir, I am here to help you, but another curse word and I’ll have no option but to terminate the conversation. So, you can be civil and get help, or be uncivil and lose my help.” This generally takes them from berating to reality in a hurry.

Likewise, setting and meeting expectations from you to the customer should happen early.

We create handouts and leave behinds for contractors at the FIRST VISIT.

The handout is a company newsletter and discount certificates for FUTURE calls or to give to neighbors and friends. Sometimes it includes a free dessert coupon for a nearby restaurant, obtained free.

The handout also includes a sheet explaining:

  • Who you are
  • What you do
  • Why you’re different
  • Mutual expectations from the service relationship

You think the above is being done by your competition? Right.

The leave behind goes WITH the invoice and is a soft-sell that reinforces your service mission, has a URL to leave comments and reviews online, PLUS a Customer Service hotline to report concerns, praise, or complaint.

You think the above is being done by your competition? Right again.

After the visit, customers get a call from a CSR that goes over any issues (manages expectations again) and politely requests referrals as “… a way to help grow the <ABC COMPANY> family with other great customers like you.” Those words are structured very carefully to deliver the right psychological messages of cooperation.

The point is that you’re already setting a “differentiation standard” right along with what they can expect from a TOP contractor instead of the pretenders in a white van and a completely forgettable message.

Don’t be that guy. Be the company that offers a home to those are sick of that guy.

Manage expectations and you manage your future.