CUSTOMER CARE

HOW TO DEAL WITH DIFFICULT CUSTOMERS

Here's how to enjoy a good night's sleep if you have the small business owner's main problem - difficult customers. They rank together with a shortage of money. No text books and gurus tell you how to deal with the demanding customer type, and there is a lot of these around. Satisfying the customer is easy when the relationship is based on mutual pleasantries and friendship, so what do you do when a demanding customer turns up it pays to be very good at what you do.
As a cleaning business, our results are immediately obvious to the world, so any oversights can be righted instantly. If you do not have these advantages, get your results checked anyway - you get a big advantage this way, they will have to justify your removal. It may not always be a good idea to be raise your prices when this situation has arisen.
The one golden rule when dealing with difficult customers is to ask yourself whether you really want the contract. And the second golden rule is to ensure that you are paid up to date. You may have to leave them in a hurry, and so you should never be owed money by them.

THE CUSTOMER FROM HELL

The demanding customer is from hell. Nothing is ever right, and you find yourself spending much more time with them than you can afford.
What do we do about the one who doesn't intend to pay you and is looking for a convenient excuse not to?
This customer will turn difficult within a short time of starting the contract. Little problems get picked on and turned into major issues. If you can see this situation developing rapidly, and you know that there is no reason for it, then first get them credit checked. A long line of bad credit with many businesses should put you on your guard, and you can always contact one or two of these about your customer. At the beginning of a contract it will cost you money, so try for damage limitation. Keep to stage payments so that you have some cash flow if possible. If the relationship deteriorates further, pull out. There will always be something about this customer which will ring warning bells in your mind. Be on your guard.

As far as the one who knows your business better than you, do ensure that they are up to date on current procedures! You should make sure that you tell them about all your procedures - blind them with science.
They will soon back off. This is the writer's favourite one. After all, everyone can clean, cant they? And in so doing you will rapidly establish yourself as an expert, so no matter how much goes wrong later, they will still pardon you - especially if you are honest. We always guarantee our work but no-one can guarantee a perfect result on what subsequently turns out to be worn surface material. Think how it can affect your business, if you are not entirely honest.

What about the one who has the power of money? It's his, or her money and they are going to show you this. You are going to have to give your all for these people. And then some more. This will be the contract you walk out from, believe me. They may have a budget or not to work to, they will be trying very hard to keep you down to the lowest possible price that is best for them they then lower even more. You could end up supporting them. New business owners frequently fall for this type, since they are usually nervous of contracts at the outset of the business. It all depends of course, if you have a very in - demand skill or are in a competitive market.

These type usually lose more contractors than keep them, so you might find a very
illuminating conversation with a competitor, is just what you need. Word always spreads around. These types are nearly all the very big businesses - the big retailers who have been long established, but they can equally be domestic customers who have a similar reputation. For big business, get a sensible contract, for domestic customers - keep away or equally, give them a sensible contract. And never end up supporting your customer.
The naturally fussy ones love you if you do an excellent job; they tend not to complain too much. If you cannot do the job then it pays to explain why.

TIMING IS ALL

If you do have the customer from hell, and are losing other contracts because of it, then sit and contemplate your future. Quickly. Put a value on your time. Either raise your prices just to take care of the sheer inconvenience, or escape. It might just be easier to escape. In certain circumstances you will be contractually bound to sit it out- so get your initial contract overseen by a lawyer. With an escape clause built in it. Just because you have a lovely new contract doesn't mean life will be all lovely in the future.
Protect your own interests first. That includes payment terms A change of immediate management can cause problems if there are empires to be built. These problems may be immediately apparent or of slow entry into the picture. You could go higher up the scale and make friends with their immediate management. You could leave. You could work with them. Give them time if the contract is a good one. But get your invoicing up to date, and plot your escape in good time if you do not think the relationship is going to last. This means more marketing from you. A change is as good as a rest.

THE WORD NO IS IN YOUR VOCABULARY

It is, it is! Use it if you feel you are being put on. Or charge extra. A lot extra. They generally take the hint after that. Many customers think that a little extra here and there doesn't count but it does - your time, which is worth something to you. You want to enjoy it. Go sail your yacht, chill out, run another contract, whatever. You are doing yourself a favor, and you will live to run your business another day. This type of customer having tried it once will always try it in the future. It is even more effective if you are supremely good at what you do. That does make you indispensable. And don't fall for the oh, Mr X does this and that for me why cant you are not a charity.
Price up for the contract, properly and state exactly what you are going to do and whatthe customer is getting out of it. That way any extras can be safely priced in without due anger. Those little additions like gifts as thank yous which delight, will make you remembered, as will excellent work, but these Extras certainly won't. At times the client is not always right. Quite frequently, in fact. It all comes down to ensuring that they know exactly what you are going to do for them, and ensure you let them know that any extras are charged for.
Give us your difficult customer stories!! We will be happy to publish them here.

CUSTOMER CARE

HOW TO DEAL WITH DIFFICULT CUSTOMERS

THE CUSTOMER FROM HELL

TIMING IS ALL

THE WORD NO IS IN YOUR VOCABULARY

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