Wednesday, October 04, 2006
The Key To Customer Service In Our Business
Sometimes in our business it seems as if nobody's happy. After all, we do ask for each one of our customers to provide feedback on their cleanings. Asking for feedback implies that we want to hear the negative stuff. And boy do we do hear some negative stuff. Negative stuff like this.
But there is a little known key to making that negative stuff go away. Just don't ask. If you don't ask, you won't ever know. You won't know that your most important customer is upset because her bathroom floor is still dirty. You won't know that your newest customer is upset because his dining room table didn't get dusted. You won't know anything if you don't ask. That is, until they cancel your service.
Providing customer service isn't easy. It shouldn't have to be easy. Doing something right should be harder than doing something wrong. Sometimes you've got to hear the negative stuff.
Because the negative stuff just might let you create some positive stuff.