Plumber's customer service ideas
Nov/11/11 21:27 Filed in: Plumber,plumbing, Plumbing web site, plumbing web design, plumbing web marketing
I was commenting on someone else's blog about customer service
when it dawned
on me about the " Emotional Bank Account"
The emotional bank account is how you can tell if your customer
either thinks your
great or will never use you again.
Let me explain. Just like a bank account, we all start with 0
dollars and with
the emotional bank account we start with 0 points. As we start our
connection with the customer
(Ex. answering the phone when they call ) we either gain points for
being very friendly
or lose points for being rude on the phone.
When the technician gets to the house, we either lose points by not
smiling or by
blocking the other spouse's car as they try to leave for work. We
gain points when
we put plastic on all the floors and gain even more points if we
clean the entire
bathroom after fixing the toilet.
The more points you gain by doing extra customer service and
avoiding bad
behavior the better chances you will get a recommendation or a
referral from the
customer. The advantage to the plumbing technician is that in case
they make a mistake or
break something the customer won't be so upset if the tech has
gained a lot of points.
If you need more samples of gaining points for the customer
emotional bank account ,
just email me at jeff.cohn@si-restoration.com . Please put in the
subject emotional
bank account for plumbers.
when it dawned
on me about the " Emotional Bank Account"
The emotional bank account is how you can tell if your customer
either thinks your
great or will never use you again.
Let me explain. Just like a bank account, we all start with 0
dollars and with
the emotional bank account we start with 0 points. As we start our
connection with the customer
(Ex. answering the phone when they call ) we either gain points for
being very friendly
or lose points for being rude on the phone.
When the technician gets to the house, we either lose points by not
smiling or by
blocking the other spouse's car as they try to leave for work. We
gain points when
we put plastic on all the floors and gain even more points if we
clean the entire
bathroom after fixing the toilet.
The more points you gain by doing extra customer service and
avoiding bad
behavior the better chances you will get a recommendation or a
referral from the
customer. The advantage to the plumbing technician is that in case
they make a mistake or
break something the customer won't be so upset if the tech has
gained a lot of points.
If you need more samples of gaining points for the customer
emotional bank account ,
just email me at jeff.cohn@si-restoration.com . Please put in the
subject emotional
bank account for plumbers.