Customer Questions/repsonse

Onarooftop

It is a common complaint that the guys didn't handle a customer objection or didn't
give the homeowner a response the way you would have wanted them to.

Has anybody ever come up with a list of common customer objections/questions that
are usually asked to the guys in the field.
Then, having each objection/question with a ideal answer or response that you would want?

Onarooftop

Carport King

I see you are in the roofing business so you should be able to answer this yourself.

Make a list of all the questions that your clients have asked in the past. There are some great roofers on these post like "Ed The Roofer" so maybe PM him and ask for his advise.

Good Luck.

DavidC

So many possibilities as to what the complaint may be and how you would like it handled. Just have your guys refer back to you so you can deal with it personally.

If you're looking for your guys to play back pat answers form rote, you're apt to be disenchanted.

Good Luck
Dave

__________________
www.CookContractingLLC.com

Onarooftop

What is the difference between going out and getting a 99 cent burger, or a 20 dollar burger. The service.
I am not talking about technical questions.
I am treated like royalty when if I go out and spend 200 dollars on supper. If my customer is spending thousands, then don't you think they should be treated the same?

Double-A

<insert any question here regarding the job>

{proper response} "I understand, but would you mind if I get the site supervisor/lead person to speak to you about this?"

Every response after that, no matter what is said should be to get the lead/ site super for them. Your guys should not be addressing the client's concerns or questions any more than the bus boy should be answer questions about the wine list in a fine burger establishment.

We all have our roles and your guys need to understand what their role is.

__________________
"My clients’ wishes are the center of my attention." -- David Guido, a contractor in Woodstock, N.Y.
New York Times, July 20, 2006

Onarooftop

My guys role is to provide 100% customer satisfaction and service. It is all about the customer at all times.

I am not talking about technical questions

All technical questions should be passed up the chain of command.

I wrote the wrong thing when I wrote objection.

When a homeowner walks out of the house and passes by someone cleaning up the ground, what are your guys trained to do? My guys are communicate with them, and by the end of the job create a bond. A bond that creates referrals every time.
My employees role is to get referrals. Every time.