WHY DO CUSTOMERS COMPLAIN

Why would a customer go into a tirade over what might be an insignificant problem? They may be suffering from a malady known as “service burn-out.” The consumer is under attack from an assortment of forces. Family commitments, business problems, salespeople calling on the phone, spam calls and e-mails may lead to frazzled nerves. Government bureaucrats and their inefficiency combined with auto repair centers, plumbers, electricians, carpenters and even carpet cleaners is an assault on peoples’ senses that has existed for decades. Expectations of the consuming public have been elevated by the puffery that is so common in advertising today. Then after a siege of bad experiences and unfulfilled promises, you may receive the mother lode of vented anger over virtually nothing at all. Try to be understanding. The caller who vents excessive anger is usually remorseful, repentant and may become one of your best customers in the future. If there is some validity to their complaint, and there may be, tell them what you intend to do for them and give them a definite timetable of events. Even if the current action is only in making an appointment to inspect the complaint. Try not to put the caller on hold or to transfer them unnecessarily. Definitely do not hang up or disconnect them. Let them talk until they are finished. If they raise their voice, then lower yours. Speak very softly, slowly and distinctly and always with a tone of respect for their problem. If the caller continues to speak in harsh and loud tones then politely say, “I can’t help you at all if you speak to me like that.” Most importantly of all, after action is taken to rectify the problem, follow up to be sure the customer is satisfied. Why do customers complain? Because they have had either a bad experience or are fed up with being ignored when they have a problem. Related Articles and Information: Customer Complaints - How Professional Carpet Cleaners Should Handle Customer Service in the Carpet Cleaning Industry Mistakes Professional Carpet Cleaners Make Too Often The Customer Is Always Right Twenty Steps to Success in the Carpet Cleaning Business 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. Free Bane-Clene Information Package Free packet of information about Bane-Clene can be obtained by calling toll-free 1-800-428-9512 (U.S. ONLY!). Your information packet will include a full color catalog and price addendum. Packets will arrive in approximately 2 weeks through standard United States Mail. You can also order the packet at the Catalog Request Form. Bane-Clene Home Page Articles, Videos and Products for Professional Carpet Cleaners On-Line Spot & Stain Removal Guide & Procedures for the Professional Carpet Cleaner