Man I had a doozy today...
A good close customer to me went nuts today. I had to stop and listen to the concerns and knod my head. Listen to their argument while keeping eye contact the entire time.
Complaint: My A+ Trim carpenter screwed some crown molding up and made a mess. Come to find out he got real busy and subcontracted the job and his sub screwed up. Marked up freshly painted walls, smeared fingerprints on new doors..The works.
I had to just sit and take the lashing like a man.
Here is the steps I used when getting a good lashing:
1. Keep Calm: My body language during the lashing was arms down and not aggressive what so ever.
2. Listen: Maintaining eye contact and nodding my head showed engagement and I was listening.
3. Response: Maintain control of the situation and explain how you will rectify. I like to take personal responsibility even if its not my direct fault.
4. Commitment: This mess will be cleaned up by tomorrow and I will make sure everything is taken care.
I saw a switch in their face and body language when I took these steps. I maintained the job and was able to gain trust back.
Please add your story below?
Justin
Check us out on Internet Radio: http://contractorssecretweapon.com/making-your-customer-feel-important-contractor-marketing-12/
Great read Justin!
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