Customer Complaints?

gcmiami

What is the best way to deal with customers complaining all the time

Robie

Don't take this the wrong way, but just reading your question, verbatum...you say customers, which is plural and complaining all the time, again, more than once.
It sounds like the problem may be on your end with quality control.

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If you have integrity, nothing else matters. If you don't have integrity, nothing else matters. ~Alan Simpson

POOLMANinCT

take a step back .... and look how you would have handled things qc, communication etc in your first year of biz, before things became overwelming.... get back to those basics...

or are we talking about crybabies?

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......Less with the jaw & More with the paw.....

Norrrrrrrrrrrrm

Open communication is always a plus. Listen to what they are saying and if they are wrong(but think they are right), explain it to them so the understand. Make sure you sound like you know what you are talking about or they will jump all over you if you do not have confidence. I also ask the customer through out the project to make sure they like what they see and that we are on the same page. I never get complaints this way. Hope this helps a little.

Ed the Roofer

I do at least one and more if necessary, "In job evaluation for customer satisfaction" survey forms to make sure both parties are on the same page. It alleviates potential end of job dissatisfaction coming seemingly out of nowhere.

Ask what the problem is.

Don't get confrontational.

Repeat the problem as you understood it.

Ask how they would like to rectify the problem.

Offer to provide the solution.

If the desired expectation is not part of the agreed to scope of work in your written contract, point it out to them, but still offer to provide the solution for the proper fee.

Handling problems promptly minimizes the further animosity that can escalate.

Ed

Magnettica

Add a 20% surcharge fee to offset the cost of headache medication.

And read what Norrrrrrrrm had to say.

Great advice, Norrrrrrrm.

Communicaton with customers, coupled with all parties being on the same page, makes a job run more efficiently and better profits are to be had.

But then again, some people are never happy no matter what you do.

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theworx

I agree with Robie to a degree. In 20 years I have never had a customer complain. Have had many convey concerns about a job - but never a complaint. My big thing is honesty and communication with the client.

I run into problems once in a while because my boss promisses something done on a certain date and it's depending on suppliers delivery time. Well suppliers are not always on time... So, me being the guy at the front line tell the customer there is a slight delay and we won't complete the job on the date promised. But assure them, as soon as the materials are in - I will complete the job ASAP... Even though we aren't meeting the time schedule - my honesty in telling the client there is a delay and assuring them they will get my upmost attention when the materials are in is apreciated...

So, like others have said, good communication and honesty from the start of a job is essential!!! No need for complaints if you're on the same page as your client...

Same Old

Any chance you'll post some of your satisfaction forms?

Ed the Roofer

They are nothing earth schocking, but as soon as I get my new computer set up next week and transfer the files from my old crashed hard drive, I will add them to the file swap section in the business forum.

The best thing about them is that they head off any concerns before they actually become complaints, as long as the contractor deals with it professionally and promptly.

Ed

POOLMANinCT

ed,

have a 13 yr old set up your pc, 15 min lol

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......Less with the jaw & More with the paw.....

hrscammisa

What are they complaining about.That will be more helpfull to us so we can help you.Is it a time frame. quality of your work. Your subs.Bad materials.

dirt diggler

whatever you do - keep cool


if it something that has to do with the work --- well, you're the expert. You will know whether you're right or wrong. Go from there


ONE THING - that i learned while ago is to never back people in a "corner"


if they're reasonable people ... explain things (calmly)

but they'll see if they're right or wrong for themselves. They may not tell you or show it --- but if it was an honest concern --- chances are they'll realize

but don't come out and say "well you're an idiot HO - what do you know??"


you're always selling




always realize the bottom line is the dollar --- NOT YOUR EGO

Stone Mountain

wrong post

ProWallGuy

First off, you should have called. I call if I'm going to be any more than 10 minutes late, every time.
Secondly, sounds like you dodged the bullet in a bad customer.

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Digital Murals Installation