5 Steps to Effectively Dealing With Problems

Rebecca Switzer(c) Copyright 2014 - Roof Sales Mastery, LLC - All Rights Reserved

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5 Steps to Effectively Dealing With Problems

Create realistic expectations.

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The phone call that makes you freak.

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Here are the 5 steps you must take when faced with a problem:

1) Acknowledge concern or problem immediately2) Apologize for any issue or inconvenience3) Thank the customer for bringing it to your attention

Respond immediately.

major leak that has caused damage to interior plaster, or a window that got broken during construc-

“Mrs. Bates, I just got your message and wanted to call you right back. I’m so sorry to hear about your tire. Thank you for letting me know right away. We do our best to clean up debris, but every now and again a few stray nails get away from us. Just let me know what that tire costs and I’ll take care of it for you.”

“Mrs. Bates, I got your voice mail and wanted to call you back right away. Thank you for letting me know about it promptly. I’m so sorry to hear that there’s a leak coming in – that’s never fun. I want to make sure that gets taken care of as soon as possible. What time can I come by to take a look at it and see where the problem is?”

Thank them.

Thanking a customer for calling to tell you about a problem might sound strange, but what you’re

Do what’s right.

If a problem arises that is a direct result of workmanship or carelessness from the crews, do the right -

from the crew’s trailer, or some ruined grass from the truck backing into the yard, here’s how to ap-

“Mrs. Bates, I’m so sorry about the grass next to the driveway, but thank you for bringing this to my at-

their trucks on these narrow streets. I know you put great care into your lawn. If you’d like, I can come by and put some seed there to ensure that it grows back, or if you’d like I could kick off $50 bucks or so off the total bill. Which would you prefer?”

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“Mrs. Bates, I’m very sorry about the scratch the trailer left on the driveway. Thank you for letting me -

thing like this, but I want to make you happy. I tell you what. How much is this scratch worth to you? (wait for an answer) If I kick off a hundred bucks off the total bill, can we call it square?”

Handling problems by taking responsibility for them and acting promptly to take care of the issue will only strengthen your reputation as a reliable, honest, trustworthy contractor. It is a great opportunity to prove yourself and your company to your customer and become a great candidate for referrals down the road.

(c) Copyright 2014 - Roof Sales Mastery, LLC - All Rights Reserved