How to Have Successful Relationships with Your Customers

Every profession, including cleaning, requires strong customer service skills. When you don’t manage customer relationships well, your reputation takes a blow.

How do you work with many customer questions and concerns? Here are some things to say and not say, and better ways to communicate with customers that keep the relationship healthy and thriving:

  • “We Don’t Provide That Service”

Should you say this, or shouldn’t you? After all, it’s honest. You don’t want to lead the customer you provide services into feeling good about you just for this moment. They’ll feel hurt after they find out you really don’t provide the service discussed.

If you don’t offer the service, simply redirect the conversation to a service you do offer that achieves the result they want. If you don’t have that, notify your boss. You may have a new line of revenue you can access by offering a new service.

  • “Let me look into that for you.”

Customers hear this all the time, and they assume it means you’re not going to look into it at all and ignore what they asked.

If your customer stumps you with a question you can’t answer, tell them you will look into it. But, also give them a deadline when you’ll have the answer. Give yourself plenty of time so you beat your deadline and exceed their expectations.

They’ll be delighted with you.

  • “I’m sorry.”

Customers measure the truth about how sorry you are by whether you follow up your apology with action to make it right. Apologizing verbally is a good start.

But, you have to explain how you’ll fix your mistake. Be 100% honest, and follow through exactly with what you plan.

Customers can live with mistakes. However, they’ll love you when you tell them how you’ll fix it – and follow through on your proposed action.

  • “Sorry, I’ve got another call coming in.”

In most situations, this sounds like an excuse you make to a customer so you can get rid of them.

If you have a legitimately important phone call come in, tell your customer you have an emergency phone call. Follow that up with when you will get back to them, and then follow through with action.

This keeps your relationship intact in the moment so your customer doesn’t feel unimportant. Assuming you follow through as promised later on, it also keeps the customer happy with you on an ongoing basis.

Did you see the pattern throughout? Basically, mean what you say. Never tell customers what you think they want to hear. Always follow through.

Follow that recipe with internal and external customer service, and you’ll find yourself as the employee customers love to tell others about.

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