KickStart: Analyze WHY a complaint/problem occurred and HOW to prevent the issue from happening again.
Normally when I train on my ‘Complaint Conversion’ techniques folks assume we’ll focus on ‘Converting Complainers into Cheerleaders‘. I call this the ‘Triple C’ and it IS very important!
However, when a homeowner complains (hopefully not very often) I suggest a much more important question to ask yourself…
KickStart: Commend (and reward) employees when they share ‘bad news’ with you! Read on for the ‘why and how’…
I love surprises.🎆✨🎊🎉 Surprise gifts, surprise parties, and yep, being surprised with a kiss from Sioux!💖 (Even after 47 years I still appreciate her!) HOWEVER, in my Home Services business I had one cast iron employee rule :
NEVER, ever surprise me!
KickStart: When booking their work give your residential customer options on how you should contact them.
All of us (including you, me AND your residential clients) are more stressed (and OUT of control) than ever before!😲 This is why you must help your customers FEEL ‘in control’. (Including on their first nervous phone call inquiring about your services.)
But remember, no customer wants to completely control your work on their home. If they did, the home owner wouldn’t be calling your company. They’d just do the work themselves!