It can be weird think that issues your customers have with your landscape management company can actually help your business, but you’d be surprised how much good they can actually do. How a company handles customer issues really shows what kind of service can be expected.
No company is perfect. Any company that claims they are, is either a robot or lying. Would you rather be serviced by a robot or an actual person? We all make mistakes. It is a part of life and is bound to happen many times throughout your business’s life.
What sets you apart from competitors is how you handle the issue.
I recently had an issue with my cable company. They came out to check on a box I had and in the process managed to somehow cut a wire that provided cable to certain rooms in my house. I called the company and told them my issue. Within an hour I had someone fixing the wire. They even reduced my bill for the issues I experienced. I know cable companies aren’t always everyone’s favorites, but mine really showed they listened to me and respected my time which I appreciated. The issue did suck, I won’t lie, but they did everything they could to fix it quickly and make sure I was satisfied.
Providing great service to customers starts with responding immediately. Don’t wait on an issue. Send a tech out right away, phone the customer immediately with an apology, or comp their bill before it reaches them. No matter how you solve your issues, solve them immediately. Sitting on a problem allows the customer to sit and stew over their anger at the issue. It’s best to act quickly with a quick fix.
If you can’t provide a quick fix, at least get in touch with the customer as soon as possible. Recognizing the problem and telling the customer you are working on a solution will show you listen to and respect them.
The added bonus of fixing issues efficiently is that you could gain some very loyal customers who will provide positive reviews. If customers know they can count on you, they will usually keep coming back to you for business.
In the end, it all comes down to how you handle the situation. You can either try to make a situation better or sit back and let it stay bad. We suggest you show customers every day what great service you can provide either by getting the job done right the first time, or coming back with an apology and a fix if a mistake was made.