What Do Pest Control And Customer Service Have In Common?
So, after digging up dozens and dozens of termites feet from my home while gardening last week (eeeek!), I sprinted to the phone and called our pest control. Long story short, they called back immediately and had someone here the next business day. One thousand do11ars later, termite traps had been planted around the house, and drilled into the concrete in our garage, outside the garage and behind the basement. And the job that had been done was terrible I mean soooooo, sooooooo bad. Sloppy, shotty, and that other s word too. We said a few choice words as you can imagine. So I called them and explained that the work was really bad and that I owned two businesses, blah blah blah and what happened was an amazing class in customer service! And, just today, weve referred two new customers to them because of our delightful experience customer experience, that is!
Three key reminders and lessons came out of this experience that I want to share with you. Especially in light of our recent issues with a few wedding vendors refusing to call us back when we have cash in hand, ready to hire for our clients and even for our book more brides tour, I think that these are reminders and lessons that need to be embraced. Were all human, we all make mistakes. Its how you deal with them that makes all the difference.
1. Respond immediately. When we had this issue with our pest control, another person was sent out the very next day to address the problems we had. It took no time whatsoever, which made us VERY happy customers!
How does this relate in your bridal biz? If brides are contacting you and you are ignoring them, thats not good. Thats customer no-service. And they will not hire you. It gives them a clue of how you may be doing business, and no one wants to pay someone else to ignore them, do they? Also, if you mess up or make a mistake, thats okay. But deal with the issues now and fast. Ive made my share of mistakes (and will continue to), but I always rectify whatever Ive overlooked or messed up. Always. This starts rebuilding the know, like and trust factors you may have lost if you messed up to begin with.
2. Fix the problem. Again, our pest control fixed the problem - well problems - caused by the original technician. They didnt kind of fix it, they did a stellar job that really blew us away.
How does this relate in your bridal biz? Make it right, make it right, make it right. Again, we all screw up, but its important to fess up! It has astonished me over the years how many vendors Ive worked with whod rather be right than rich with customers. And now, many of them are hurting and looking around wondering who to blame. (Interesting, dont you think?) Customers will love you so much that they will become your biggest cheerleaders! One of my past clients had some really valid complaints about some issues on her wedding day. And we responded quickly, and fixed everything, going over and beyond. They fell in love with us all over again in fact, they still email and send us notes saying how amazing their wedding was as if the mistakes never happened!! When you fix your mistakes by being the best you can be in customer service, its like it erases their memories of all things bad and replaces it will all things beautiful and fabulous. And, of course, thats exactly what we all want to do!
3. Have a professional approach. The pest control guys empathized with our problems, explained what they could do, when they could realistically do it, and how they would make things right. Thats all anyone can ask for!
How does this relate in your bridal biz? Exactly the same way brides just want you to be professional, and not defensive, frustrated, or immature. And unfortunately, thats still how most businesses react to customer service issues. Be honest with your brides in telling them what you can do for them, when you can do it, and how this will happen. Easy enough, right?
Your Bride Attraction Assignment:
Look at past customer issues. How did you handle it? What was the outcome? Happy clients or mad ones?
Learn from your past mistakes, and adapt your business to grow from them. Thats all customer service is, in addition to simple common sense, and common courtesy. Apply these three simple, but key areas to your own business immediately and feel the love pour in from all brides in your company!
2008-2010 Soire! Ltd.
Want to use this article in your E-zine or website? You can as long as you include this complete statement:
Event Planning entrepreneur Natalie Bradley publishes the "Bride Attraction" weekly e-zine. Get your F*REE audio course: "5 Ways to Recession-Proof Your Wedding Business...Starting Today!l" at www.BrideAttraction.com
Three key reminders and lessons came out of this experience that I want to share with you. Especially in light of our recent issues with a few wedding vendors refusing to call us back when we have cash in hand, ready to hire for our clients and even for our book more brides tour, I think that these are reminders and lessons that need to be embraced. Were all human, we all make mistakes. Its how you deal with them that makes all the difference.
1. Respond immediately. When we had this issue with our pest control, another person was sent out the very next day to address the problems we had. It took no time whatsoever, which made us VERY happy customers!
How does this relate in your bridal biz? If brides are contacting you and you are ignoring them, thats not good. Thats customer no-service. And they will not hire you. It gives them a clue of how you may be doing business, and no one wants to pay someone else to ignore them, do they? Also, if you mess up or make a mistake, thats okay. But deal with the issues now and fast. Ive made my share of mistakes (and will continue to), but I always rectify whatever Ive overlooked or messed up. Always. This starts rebuilding the know, like and trust factors you may have lost if you messed up to begin with.
2. Fix the problem. Again, our pest control fixed the problem - well problems - caused by the original technician. They didnt kind of fix it, they did a stellar job that really blew us away.
How does this relate in your bridal biz? Make it right, make it right, make it right. Again, we all screw up, but its important to fess up! It has astonished me over the years how many vendors Ive worked with whod rather be right than rich with customers. And now, many of them are hurting and looking around wondering who to blame. (Interesting, dont you think?) Customers will love you so much that they will become your biggest cheerleaders! One of my past clients had some really valid complaints about some issues on her wedding day. And we responded quickly, and fixed everything, going over and beyond. They fell in love with us all over again in fact, they still email and send us notes saying how amazing their wedding was as if the mistakes never happened!! When you fix your mistakes by being the best you can be in customer service, its like it erases their memories of all things bad and replaces it will all things beautiful and fabulous. And, of course, thats exactly what we all want to do!
3. Have a professional approach. The pest control guys empathized with our problems, explained what they could do, when they could realistically do it, and how they would make things right. Thats all anyone can ask for!
How does this relate in your bridal biz? Exactly the same way brides just want you to be professional, and not defensive, frustrated, or immature. And unfortunately, thats still how most businesses react to customer service issues. Be honest with your brides in telling them what you can do for them, when you can do it, and how this will happen. Easy enough, right?
Your Bride Attraction Assignment:
Look at past customer issues. How did you handle it? What was the outcome? Happy clients or mad ones?
Learn from your past mistakes, and adapt your business to grow from them. Thats all customer service is, in addition to simple common sense, and common courtesy. Apply these three simple, but key areas to your own business immediately and feel the love pour in from all brides in your company!
2008-2010 Soire! Ltd.
Want to use this article in your E-zine or website? You can as long as you include this complete statement:
Event Planning entrepreneur Natalie Bradley publishes the "Bride Attraction" weekly e-zine. Get your F*REE audio course: "5 Ways to Recession-Proof Your Wedding Business...Starting Today!l" at www.BrideAttraction.com
