Whenever you secure a new cleaning account, it’s an incredible feeling. You begin to realize that your hard work is starting to pay some dividends.
Once you get a taste of success, you feel like nothing can stop you from reaching your goals. You are on a MISSION and NOTHING will get in your way.
That’s how I always felt anyway, and it always made me hungry for more and more cleaning accounts. It was the fuel that drove me to keep going day in and day out as I worked to get my business off the ground.
You’ll go nowhere without awesome customer service
The cleaning business works like this… Once you land a new account, your work is just beginning, as now you need to make that customer happy. After all, there is nothing worse than going through all the trouble to get a new customer only to lose them for some reason a few months later.
That would be a total waste of time and money, not to mention a confidence crusher. Now the act of keeping people happy revolves around two principles, doing a good job, and providing good customer service. Today we’re going to talk about the latter, which is customer service.
How you handle customers goes a long way in determining how successful you will ultimately be. Customer service has many principles that are considered “good practice” to follow. I could go on and on about all of them but I wanted to focus on just five for today.
5 Tips For Providing AWESOME Customer Service
Number 1 – Never forget that the customer is your boss. I know… you are a “big time business owner now”, and you think you are the boss, but that’s not the case! It’s not even remotely true. No… the customer is now your boss. The more customers you have, the MORE BOSSES you have!
Your business is all about serving the customers needs. That is why you exist from a business standpoint! The more thoroughly you understand this the better, because when you serve a customers needs better than the competition, you’ll have a long and prosperous career.
Number 2 – Learn to listen carefully when the customer is speaking. Being able to solve problems means you need to have the ability to listen to what the customer is actually saying. Far too many people chatter on about themselves, when it’s not about you, it’s about them.
Taking it a step further, pay attention to tone of voice and body language if you are face to face to help discern what they are trying to tell you. Give them your undivided attention when they speak and you’ll be rewarded with clues that will allow you to serve them better.
Number 3 – Make customers feel like they are the most important person in the world to you. Frequently use their names in conversation, look them in the eye when talking and listening, compliment them when possible and above all be sincere at all times.
People can spot a phony from a mile away, so don’t try to fool anyone. Act like making them happy is all you care about then follow through with the needed action steps to show it! If you can pull off this step you are a lot closer to winning them over.
Number 4 – Say YES as much as possible. When you own a business you’ll have customers that will be asking you for all types of favors over your career. As long as the request is reasonable, it’s in your best interest to just find a way to get it done. The goodwill that is created far outweighs the extra work you have to perform.
Number 5 – When mistakes happen, apologize with sincerity. The best companies in the world make mistakes from time to time, and so will you. It’s the ability to “own” a mistake and make it right that separates the bottom dwellers from the cream of the crop.
Well I hope I was able to share some helpful tips that will help you create a better customer service experience for your clients. Customers service will do one of two things to your business. It will make your business the talk of the town and propel you to new heights, or it will sink your ship. Be sure to choose the right path!
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