Bane-Clene® News and Views: NO EXCUSES

Friday, July 28, 2023

NO EXCUSES

We have all done it. In an apparent attempt to “dodge the bullet” we offer some excuse.

The truck broke down. Doesn’t say much for your vehicles.
The equipment broke down. First thought by the customer, they are not going to get my carpet “really” clean.
The technician was new on the job and was running late. Now your customer thinks someone inexperienced is going to be cleaning at their home or office. Immediately their expectations are of lesser quality service.
The office staff had your service slotted in at a different time. As standard procedure, contact should be made with the customer the night before service confirming time slot and address.

Whatever the reason or problem is customers do not want to hear excuses. They have their own issues and problems don’t add to them.

First order of business is an apology. No matter if the problem was caused by you, your company, an outside source, traffic, the bogeyman, etc.

Whoever is responding to the customer should be adept at handling this type of issue. Their responses to the customer should remain positive and reassuring. If necessary or warranted, an offer should be made for a discount or perhaps the free application of carpet protector.

It is important to salvage the situation or you may never have the opportunity to work for that customer again.

Thank you for reading Bane’s Blog^®

Please read the latest issue of the Clene-Times^® at www.baneclene.com/publications/.

Please visit our web site at www.baneclene.com.

The Bane-Clene^® Team.

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