3 ways to maintain strong relationships with problem clients
February 19, 2013
Many construction firms have an extensive customer base with several clients that are not always easy to deal with. Turning these problem customers into a positive is extremely important for companies because it can allow them to improve their client services, and also teach them how to meet the needs of any business in their network. Use these tips provided by Inc. magazine about how to turn the toughest clients into the biggest advocates of the company.
Understand why customers rant
It's easy for construction executives to get fed up with problem customers and respond negatively to complaints. However, it's important to take a step back and realize that they simply want the best service possible, and that is why they have decided to work with the business. Allowing the customer to fully express themselves before responding with a solution, will ensure the information is fully digested and the best possible solution is derived to meet client needs.
Thank clients for explaining their problems
The last thing many construction firms want their clients to think is that they aren't receptive to any feedback. It's a smart idea, whether the complaints are warranted or not, to thank customers for bringing up any issues they may have. Being receptive to feedback will improve relationships with the client base, while also better the reputation of the firm. The use of business construction software can give companies the ability to manage client complaints by helping them respond more quickly to customer concerns, whether that is a change request or question about a bill.
Embrace the potential for conflict
When executives at construction firms are fielding complaints from their most problematic customers, it's important for them to feel comfortable in their customer service roles. No one wants to go to work and be caught in pressure situations with customers every day, but there are bound to be some tense instances when juggling many clients at once. Construction executives that are able to handle conflict can turn problem customers into ones that will have glowing things to say about the firm, and possibly help the company add to its customer network.