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Pete Grasso - Keeping it Simple

Customers Want What They Want

published on 01.18.17



Customers Want What They Want

As someone who worked their fair share of retail jobs in high school and college, I never did agree much with the adage that the customer is always right. Of course, as a consumer, I appreciate that courtesy when it is extended to me.

While the customer may not always be right, the sad truth is, the customer wants what the customer wants. I'm sure you've run into this many times: A customer calls you because they want a new air conditioner or furnace, and they're not looking to be sold on anything other than that. Thier mind has already been made up.

HVACR is your business — you have devoted your life to this industry and, with it, knowing everything there is to know about it. So, who better than you to decide the best solution to a heating or cooling problem? Certainly not the customer.

Dealing with customers who are seemingly difficult, because they have a sense of entitlement of "always being right" can be tricky. The companies who excel at customer service are the ones who navigate this situation with ease; walking a fine line between listening to customer concerns while still educating them on the best possible solutions.

Customers simply want to be heard and to feel like they're being a part of the decision-making process. It's your job to provide them with enough expertise to make a wise decision when it comes to their comfort choices.

The alternative is either telling them what they want (which will turn them off) or giving in to what they think they need (which may not be the best solution). Neither of those two choices will do you, or them, any good in the long run.

Customer service isn't selling; it's leading a person up to a point where they make thier own conclusion based off the information you've given them.

 

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