You know what you want out of your customers, but sometimes getting it is tricky.
A recent nationwide Angie's List poll asked service companies to weigh in on what makes a good customer. We received more than 1,400 responses, and now, after crunching the results, we've come up with 5 ways for you to morph potentially difficult clients into fantastic ones — or, at least, slightly more manageable ones — by talking and listening more efficiently.
- Ask for detailed input: If you want them to take your expert suggestions, show a willingness to hear what they have to say — in detail. Start a brainstorming session to get them to talk about "what-ifs" and "maybe we should" situations. That way, if they arise, you already have a creative rapport going and you'll be able to nail down a plan of action more quickly.
- Get pumped: Treat each project like it's something special. It's special to the customer, and sharing in their excitement reflects positively. Stick around an extra few minutes to talk to your customers so they know you're not itching to run off at the end of the day. If an issue arises, be proud to be the problem-solving type and let your customer know that any issues will be resolved ASAP.
- Be firm: Communicate what you need from your customers and stick to it. Never assume they know what's happening on your end, or that they understand why a certain thing is how it is. Keep them in-the-know right from the get-go, making sure they understand what's going on and what might change. Remind them about payment when the job is complete, and send an invoice right away to help avoid any potential conflicts.
- Hear what they hear: When you give an estimate, whether it's a financial estimate or a time estimate, customers tend to latch on to the lowest number out of your mouth. Overestimate time. You'll feel less rushed, especially if something unexpected pops up, and if you finish early, your customers will be impressed and pleased. Give the most accurate, detailed financial estimate you're capable of making. Keep the "between" gap as narrow as possible, so your clients won't be miffed when the bill comes.
- Treat everyone with respect: This applies to both the customers and your crew. If a customer sees that you handle your staff well, they're going to assume that you'll treat them well, too. Even customers that expect you to move Everest into their dining room will be less unreasonable if they feel like you respect them and their ideas. Keep your cool and give criticisms in a constructive, polite manner and expect the same in return.