Posts Tagged ‘issues’

5 Tips for Solving Customer Service Issues

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We ALL make mistakes, it’s the nature of the business. But it’s how you deal with those mistakes that can make or break your company. And yes, maybe the customer was at fault or maybe the contractor or subcontractor is the one who created a huge mess, but none of that matters.

Playing the blame game will only get you in a bigger mess with your clients, so don’t start doing that. Your job is to remember the customer really is always right – or at least they need to feel like you’re going to make it right for them! Because the way you deal with mistakes is going to decide if your client is reasonable, AND how they are going to talk about you in the future…to other prospective clients! It’s that important, so always make it right.

So here are 5 things to do to get those customer service issues nipped in the bud:

1. Stop, listen, and ask questions. Yes, you have to really really really listen to them. What are they really upset about? What is the issue and how did it happen? Sometimes your customer wants to just vent and get it out of their system, so do not interrupt, do not try to give them a solution too soon. You want to let them feel like they have been heard completely and fully. If your client is more uncommunicative, you need to be the one to reach out and to get to the bottom of what the problem is. But be sure your tone of voice is caring and concerned, not like you want to interrogate them.

2. Think about things from their point of view. It’s oh-so-easy to just think your client is high-strung and way too demanding, but that won’t help anything. Think of it from their point of view. This is a lot of money for them, it’s one of the most personal places in their lives (namely their house) and they are worried about every aspect of it. They want it to be right, just like you do.

3. Apologize sincerely. You need to apologize fully and completely – don’t do any halfway or passive-aggressive apologies. People see right through those immediately. Again, you want them to feel that they are being heard and understood. If it’s your fault, take that hit and accept the blame. People really respect someone who can stand up and say “I did this and I apologize.” Too many want to hide behind someone else or just not accept that they did anything wrong. Don’t be that person. And if someone else is really to blame, the buck still stops with you. So you can say “I am so sorry this happened,” even if the contractor is the one who made the mistake. Just don’t throw anyone under the bus (especially your own team members) and don’t start pointing fingers. When emotions are high, that does not help.

4. Don’t get angry. Yes, clients can make us all mad, but we have to be the person in control in any confrontation with our clients. They are already stressed and uptight about spending money and allowing someone else to have control in their homes. So they probably aren’t going to react the way they normally would in any stressful situation that comes up. You have to be the calm, cool, and collected person, even when you want to scream. So do whatever you have to do to stay calm – count to 10, step outside for a second, think about fluffy kittens. If you get angry, it will only escalate the situation and that isn’t going to help at all.

5. Do what you have to do to make it right – and FAST. Sometimes, you’re going to have to eat the cost of that $5,000 sofa. Or you’re going to have to have someone re-hang all that wallpaper at your expense. It is what it is. But think about it this way – if you spend $5,000 now, you may have a client for life. Or at least a client who will tell others how amazing you are. So think of it as a marketing expense. Communication is KEY. Like it always is. This is the time to really over-communicate what you’re doing, how you’re doing it, and when a solution will be ready. You want the customer to really feel that you’re resolving everything as quickly, efficiently, and painlessly as possible for her. So be sure you tell her that.

And yes, I know there are some mistakes or issues that are SO big that a client may not be appeased with anything at all. But it’s still better to try to make it as right as you can. Send them a note, email them, call them – even if they’ve said they want to cut ties with you.

It’s better to have tried and let them know that you do care. Most clients will come around eventually – but you have to do the hard work to get them back into a good place.

If you follow these steps, you should be able to smooth over any bumps in the road for your customer service!

xo,

 

 

 

 

 

10 Tips for Winning Over that Skeptical Client

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persuasion

We’ve all been there – we have a great client “on the hook” but they just won’t commit. It can be so frustrating, especially when you’ve practically designed their entire house in your head and you’re ready to jump in! So what’s a creative to do in this situation?

I have 10 tips that will help you move that client right off the fence and into your “current client” category! Try these to hone your art of persuasion:

1. Take it face-to-face. Often in this digital age, we’re talking to clients via email, text, and phone rather than sitting down together for a meeting. We use the excuse that everyone is too busy and that taking care of it all online streamlines everything. But what that also does is keep you from establishing rapport with that potential client, and that’s not good. So if you have a client that’s wavering, have a meeting where you can sit down and just talk!

2. Don’t make it personal. First, don’t let your emotions get in the way. If you’re pushing too hard, some people will naturally back away. I know you’re excited, but don’t let that overwhelm the situation. And on the other side of the coin, don’t get angry or frustrated because they aren’t saying “yes” right away. People can always sense that frustration.

confidence

3. Be strong. Okay, let me clarify: I do NOT mean that you should strong arm them! What I mean by this is don’t cave on your pricing structure or bend your own rules and procedures because you’re caught up in the moment of trying to get them to sign your contract. That’s not going to work out for you in the long run.

4. Show your knowledge – and confidence. There is one reason that people are seeking you out – you have knowledge and skills that they don’t. So be sure that you’re showing your confidence in your abilities. That confidence will make them trust you and your ideas.

5. Draw them out. See if you can get to the heart of their hesitation. What do they really want that they aren’t telling you? Do they need more time to decide? Are they feeling overwhelmed? Ask them how they are feeling about what you’ve presented, and tell them that you love feedback.

6. Listen. People can give you feedback, but it’s no good if you don’t actually listen to it. Be sure that you are really hearing what that person has to say and what they really want. Sometimes the very information you need to finish the sale is in what they’re saying – and not saying.

listen

7. Use a little humor. This is always a really stressful time for people. Even if they have a lot of money, it’s hard for some people to commit to giving you thousands of dollars. And then you add to it the fact that it’s about their home, their most intimate spaces, and the emotion goes up 1000%. So try using a little humor to break the tension – but only a little.

8. Be committed. You have to commit to making the sale. What I mean by that is that this can also be emotional for YOU – and a real confidence sapper. So instead of following up with meetings and questions, you may avoid the hard work of getting to the heart of why the person is hesitating. But you have to commit to seeing it through. Go back and look at #2 – it isn’t personal.

9. Show you care. Everyone loves gifts, right? So be sure you’re giving something thoughtful and heartfelt to the potential client. Maybe for a meeting in their home, you could take a set of books for their child, or a basket of dog toys for their pet. Show that this is the type of fantastic client experience that they will have through the whole process with you.

10. Prove that it’s smart decision for them. This is really the big one. You want to show them how you will save them time, money, and headaches – and you’ll produce their dream home for them, too! Give them the facts and figures they may need to see why going with you is a smart idea. And of course, don’t let it just be about your fees because you never win when you play that game. It has to be about your expertise, your knowledge, and your contacts that will save them money in the long run – not a savings on your fees.

So what do you think of these tips? Do you think you can use them to get that ideal client into your pipeline? Let me know in the comments section below!

xo,

Tobi-Signature