A potential customer of a company called closing on an estimate of the barrier would be installed on residential property. The representative was arrested, he gave the customer his money, and said it was a work of minimum size. The agreement was signed and the vendor has promised to start work as soon as the holder of the authorization. The owner has a license, said the company around, and left a message for the seller from the crew begin work as soon as possible. Repeated calls to potential customers in frustration ended. Obviously, the seller was very busy, and it was a bit of work has never bothered to organize work to do.
A similar situation occurs often in a restaurant. The waitress told two clients just a coffee and discuss their business problems is not enough to justify their service. She said we have to do because there are many people in the queue for a full meal. It is sheer ignorance on behalf of the franchisee who owns this kind of treatment to clients.
We will examine the psychology behind this rule. First, although the work that has been requested by the client is weak, could be the beginning of a possible relationship that could be repeated and / or business references. Second, each client knows to others. Whenever he is happy or disappointed with the service, talk to your friends and acquaintances. On average, a customer will tell 5-7 people about a good experience they had with a company or organization in particular. Good advertising is the result of good service. A dissatisfied customer will tell 9-16 disservice others you’ve received. Bad publicity is often the result of poor service.
How can we avoid offending the client who has a little work? Firstly, train your employees on the same type of service they give to a client with a big job. If this is impossible because your franchise is busy, then I recommend using one or two smaller companies as a reference for this type of clientele. It gives the customer the type of service and respect they deserve.
When it comes to service, too often, employees of a company or organization, the decision to change to run the client who does not see the whole picture.
Remember that some franchisees to operate approach, as if there was a 50-yard dash. You do not know that you are a marathon 26 miles 385 yards. Unless your employees to change their approach, frustrated customers and lost business results achieved. Contrary to popular opinion, there are an infinite number of customers who would choose to buy your product or service. In addition, a growing number of competitors who are competing for customers.
As a franchise owner or manager, a point to educate their employees about the value of each customer. Make it clear to those who paid for the long term, satisfied customers. Ultimately, your customers, your employees and your company will benefit.
