How to Improve Strained Customer Relationships

Do you have internal or external customers? Both? From your experience as a cleaning pro, you know how hard it is to keep everyone happy.

You’d love for everyone to be ecstatic with you and your service. But sometimes, that’s not possible. People have different personalities and preferences. Sometimes they have stressful personal issues boiling over into their professional lives.

You don’t always know what’s going on with them. That makes it difficult to have a successful relationship with every customer. So of course, some relationships become strained. And in some cases, relationships will be impossible to maintain.

Here’s what you can do to get those relationships back on track after they get into a rough spot:

Consider Involving Another Team Member

The idea here isn’t to tag-team your customer. Instead, you include another team member so they can identify ways to improve the relationship. Their own demeanor may play an important role in improving it.

They may also be able to offer you feedback on things you could do to be more successful in the future. And, you might also try switching team members who interact with certain customers because sometimes, people connect better with different personalities.

Admit Where You’re Wrong First

Unhappy customers can always find something wrong. So, let’s say you have an unreasonable customer. They’re obviously 99% in the wrong, but you have just 1% of the wrong.

Own up to your 1%. Lead with that when you start conversation. Trying to show your customer where they’re wrong only results in them getting angrier and feeling more justified in their behavior.

It’s hard to have a humble attitude like this when someone else is being unreasonable. But, it helps smooth things out.

Ask What You Can Do to Improve

Some customers have their own idea of what you need to do to make them happy. Their expectations may or may not be accommodated in your contract.

If they have a small ask outside of your contract, consider giving it to them. If they ask for more, you’ll have to remind them you already pulled them a favor and bent the rules.

Otherwise, try as best as you can to accommodate what your customer wants. They’ll tell you. You’ll have to decide on your limits.

Be Willing to Lose the Customer

Some customer relationships just aren’t meant to be. Try as you might, you just can’t get on the same page.

Know your own boundaries. What are you willing to do? What won’t you do? At what point does the customer become so unreasonable that it’s best for you to part ways?

Make sure you define that for yourself.

When you follow these simple strategies, you can repair relationships that have gone off track. It leads to a more stable business, and you’ll have more fun in your work (and less stress) as a cleaning pro too.

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