What to LEARN from Complaints
Let's face it, no matter how good your cleaning service is, you're going to get complaints. It comes with the territory, as they say. One reason for this is that cleaning can be very subjective...what is clean to one person may not be so clean to another.
According to Ron Segura, who's organization works with larger contract cleaning companies helping them build their businesses, the secret to handling complaints is all based on what he calls the LEARN formula. Here's what LEARN is all about:
L: The "L" stands for listen. When the customer calls, listen carefully. Do not interrupt. Often they have something they want to get off their chest, and it's your job to let them do it.
E: We have to Empathize with a client that is complaining. Put yourself in their shoes and try to feel how the issue they are discussing is impacting them. In other words, feel their pain.
A: Apologize, even if it is not your fault. By apologizing, they feel you are listening to them, empathizing with them, and taking some of the blame for the problem. This also helps the customer know that his or her call and concern are important.
R: The way we React to a customer's complaint is very important. The reaction involves finding a solution, a way to address and resolve the problem.
N: Now is the time to address the problem. Do not delay taking action. Most likely, the customer is going to look and see if the issue has been resolved after your next visit. Your job is to make sure it is.
While it does not fit in with our LEARN formula, we should add one more letter and that is "T."
"T" stands for being thankful. Many times customers terminate a service because of problems they never discussed with you. When these problems are communicated, you have a chance to rectify them, which can help keep the customer.
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