If you have been in the roofing business for any length of time, you have probably had experience dealing with angry or unsatisfied customers. As unpleasant as these situations may be, here are few tips for keeping your reputation and professionalism intact.
1. Keep Your Cool
If one of your customers come to you acting like a spoiled 2-year old, don’t panic. The fact is that nothing ever gets resolved if you lose your cool with a customer. Take a deep breath and show that you are confident in your business and your roofing abilities.
Don’t get in a shouting match with the customer, be the one that attempts to calm down the tension.
2. Listen to What They Have to Say
According to Melinda Emerson over at Succeed As Your Own Boss, angry customers need to vent and you need to give the angry customer a chance to explain the situation. If you try to rush to a quick solution, the customer may feel like you don’t care about their concerns and that you are just trying to get them out of your hair.
You must give them time to explain the problem; you may have to grin and bear it while you hear them out.
3. Apologize and Try to See it From Their Point of View
After hearing the angry customer vent about the problem, they want to know that you understand their view. Be sure to tell them that you understand why they are upset.
Even if you don’t believe that your business is made a mistake, always apologize to let the customer know that you acknowledge the problem and that you care about their opinion of you.
4. Provide a Solution
The number one reason that an unsatisfied customer approaches you is to let you know that they are unhappy with your work, and they would like to see you take care of it.
If you are uncertain of what action you should take just directly ask the customer what they would like you to do, or you can offer a fair and realistic solution to the problem.
5. Don’t Take It Personally
When someone’s temper blows up in your face, it can easy to become defensive. Just try to remember that the customer is not angry at you, they are merely dissatisfied with the performance of your work or services.
Starting an argument in your defense wouldn’t solve the problem, but only escalate an already volatile situation. One of the requirements of being a business owner is having think skin and dealing with customer complaints.
6. Learn from the Situation
While it is just impossible to please every customer all the time, it is essential to learn from these unpleasant situations. Face it, mistakes happen, and roofing crews mess up. Don’t allow yourself to stress over what has happened in the past, instead use it as a means to learn and improve your business.
Look at every mistake as an opportunity to grow your roofing business.