In any business, anything can happen. At some point, you are probably going to make a mistake that costs you a customer. It could be that one of your technicians was tired and did a shoddy repair on a plumbing job. It could be that you created a coupon but didn’t include the correct fine print and don’t want honor what the coupon actually says. It might even be that an appointment was missed, maybe due to a computer error, and the homeowner is angry about it.
Mistakes are going to happen, but the most important thing is that you identify them and learn from them. What’s also crucial is the steps you take right after a mistake – because if you’re good, the customer might not be lost forever.
I tell electrical, plumbing, and HVAC business owners all the time that customer care is a big part of making more money and reaching market domination. In a business like ours, you want your customers to be customers for life – and if you treat them right, even when you’ve messed up, you’ll build lasting relationships with them. Here are the steps you should take immediately following a mistake:
- Own up to it: Don’t hide or ignore the issue. Address the problem directly to the customer. Try to talk to them in person if possible.
- Apologize: If your company messed up, it’s entirely on you and your employees. Don’t try to push the blame on someone else – especially not the homeowner! A simple “I’m sorry” can go a long way.
- Show the customer that you’ve learned from the mistake: Have you put a new policy in place to ensure the same issue doesn’t come up again? Show your customer. If they know you’ve taken steps to avoid the same mistake, they might consider hiring you again.
- Keep trying: You might have to plead your case multiple times in order to wear down an angry, stubborn customer. Offer a small service free of charge and live up to the offer – that can help to rebuild trust and faith.
Taking good care of your customers can keep them around for a long time. If you’re interested in learning more about how CEO Warrior can help you master your business, register for one of my free strategy calls today!
Mike Agugliaro, “Business Warrior”
Founder of the Warrior Fast Track Academy and CEO Warrior Circle