As manager, I shoulder all sorts of responsibilities in my day-to-day work, and you could simplify my function to this I get paid to care.
But that care also must extend to the actual owners themselves because if it does not, they'll find company that makes them feel better cared for..
In this industry, you might handle all the daily operations of maintenance perfectly efficiently, and you wo not retain customers.
You'll end up on what I call the treadmill, which refers to when you're trying to add enough clients to replace the ones you've lost.
But what does it cost you to hear them out so that you know how they'd prefer you to handle it next time.
Conversely, it might cost you plenty to drive them away because they see you as hardheaded or unwilling to take fault.
This might seem obvious, and you'd be shocked by how often I talk to people customer service.
however small, acknowledge receipt of their request right off the bat and let them know you've begun the process of addressing it for them.
And if they reach out twice, they might think you started because, well, they reached out twice.
But at least if you reach out, they know they have the opportunity to talk to you whenever they want to.
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