| |
| |
|
Customer Service Information |
|
|
|
At the Carwash; The Customer really is always Right
You have no doubt heard the saying that the customer is always right. When you are a customer you happy with this position, when you are the owner of a small business, sometimes you see this is like opening Pandora's box. But for the sake of argument, let me add a caveat to that saying: "The customer is always right, even when they're wrong and you know it." After 27 years in the car wash and cleaning industry, I have heard it all. Here are some ways carwashes can mitigate upset customers. Handling Complaints When you handle a complaint, you need to treat the customer as though they are in the right for expressing their opinion, and since you are taking their money, they have every right to complain. You can handle these complaints by simply listening to what it is they have to say and offering suggestions as to how the problem can be fixed. Often fixing the problem might be very easy. Drips from a door jam or a streaked window is easily handled, and we've already suggested solutions and ideas to help that customer return with their business. If you don't think you can fix the problem (for whatever reason), you can have them call the owner and let them handle any situation, and help mediate or settle any problem that might have occurred. This will not change their attitude towards the manager or employee, every business man knows you cannot please everyone. Some customers just like to complain and a little empathy goes a long way. Removing A Customer If a customer continually complains, and you've given them free car washes, discounts, and just about everything within your power, the next step is to give them a business card or referral to the most expensive car wash or detail shop in the area and say "I'm sorry, we're just unable to please you." Let them learn for themselves just how valuable and affordable your service is to them. They may be sorry for complaining and come back, but in the meantime you'll have removed them from your database and saved yourself weeks of problems. As well as eliminated an irate and irrational customer from tainting your image in front of your more decent clientele. Bad Checks Occasionally, maybe once a week, someone will write you a bad check. Usually it's under thirty dollars, and they'll really be embarrassed. The best thing, of course, is not to confront the customer in front of others. Never say to someone "You wrote me a bad check" in front of their co-workers or even people they do not know. This will embarrass your customer. Simply mail the bad check back to the person who wrote it and request to be paid in cash the next time you see them. If it's a customer you've never seen before and think you never will again, mail it back to them and ask them to write another check 'now that your funds may be more sufficient.' We've found this to be the easiest way to handle a touchy situation. They'll usually feel bad and mail you the money back. If they don't, don't worry about it, just write it off and go on with being the best car wash company in the world. If a person seems to write bad checks consistently you should, of course, politely suggest to that person that business should be done on a cash-only basis. Remember the customer is always right and they need to know that you know that, so show empathy and understanding and make them feel that you respect them and want their business at your carwash. Think about it. "Lance Winslow" - If you have innovative thoughts and unique perspectives, come think with Lance; www.WorldThinkTank.net/wttbbs
MORE RESOURCES:
Google News |
|
|
|
RELATED ARTICLES
Wholesale Buyers Versus Retail Customers Are wholesale buyers and retail customers really different? Frankly, there are two answers to this question: yes and no. Yes, because they are different from the buyers and those selling to buyers' point of view and no, because the principles that apply are the same for both types of buying. Customer No Service - How to Lose a Loyal Customer! So today was the day where I almost stopped going to my favorite supermarket here in Milwaukee. If you're in Milwaukee, you know the one I'm talking about: the cool one downtown that has 1000 different types of produce, and a whole aisle dedicated to gourmet coffee and teas. Automating Your Help Desk Workflow Do you know you can open, answer, close and report help desk information without human intervention?Automation is a powerful feature provided by most enterprise level help desk products; however, most organizations rarely take advantage of these features. Based on a survey conducted by RightStar Systems, only 5% of the help desk managers interviewed were using automation to its fullest capacity. Customer Service For Huge Profits Customer service is the most vital asset for Businesseither it is online or offline. It's the critical factorwhich determines if your business has a future or not. Making Your Contacts Work For You The best way to explain this concept is to tell you a story. While calling for lease purchasing property, I spoke with an older widowed woman. How to Transform Your Voicemail into an Effective Medium of Communication "Hi this is Randy. Leave me a message after the beep and I'll get back to you as soon as possible. Astonish your Customers With These Customer Service Tips Customer service today is getting worse. Win customers overand you build your business for life. Make Sure You Get The Customer Perspective Businesses that fail, often forget to seek out the customer perspective. I have talked to some folks at businesses that were less than succesful, and when asked if they actively seek out customer comments, the answer invariably is no. Loyalty Programs May Keep Customers Coming Back - But First You've Got to Earn their Trust Remember trading stamps? If you're over 40, chances are you will. Every time you shopped at a participating grocery store or gas station they gave you stamps to paste into a book. First Contact: The Source of Customer Loyalty With customers being smarter, more cost conscious, more product knowledgeable and more demanding, improving customer service has become a major focus within many businesses. In Customer Satisfaction is Worthless; Customer Loyalty is Priceless, author Jeffrey Gitomer contends the real solution is shifting the paradigm away from customer service to customer loyalty. The Dissatisfied Customer We, as small business people, naturally dislike complaints from our clients and customers. Because we're intimately involved with our home businesses, small businesses, or freelance careers, any complaint takes on a personal commentator. 3 Special Benefits Every Customer Wants Every customer looks for 3 special benefits when they dobusiness with you. They may not specifically ask for thesebenefits. How to Provide Instant Customer Service Customer service is an essential component of any business. Clearly, if you work alone your business thrives on good customer service. It's Customer Service Stupid: Delivering Customer Service Training That Sticks "Society is always taken by surprise at any new example of common sense."This Ralph Waldo Emerson quote opens one of the most impressive works on customer service: Michael LeBoeuf's book How To Win Customers and Keep Them For Life. Say It With Humor When you own a business, you may find yourself in situations that may be a little tricky to handle. Dealing with customers who steal is one of them. What To Do When Youve Blown It It's bound to happen sooner or later - yes, even to you and your business. Sometime or other, you will make a blunder that upsets a customer. Are You Putting Technology Before Your Customers? Which is more important the technology or the customer?The one thing about the online world you can be sure of is change.It seems like every day there is a new technology being addedwhich will make the internet more accessible. Your Voice Print "Mountains are built one pebble at a time and climbed one step at a time." This is a quote of mine that I personally put into practice each day as I progress towards fulfilling my WHY in life. Communicating Value Abstract: People buy for their reasons, not yours. This article covers the key elements that prospects want to hear you talk about. Invalid Excuses for Poor Business Results - The Weather Note to Kmart: It wasn't about the weatherIn the 1970s Kmart was the retailer to beat. No matter what happened, they seemed to turn profit.
|
| home | site map |
| © 2006 |
