Customer complaints are valid!

Complaints are usually about quality of products or services that doesn't meet the customer's expectations. Although there are some quality of products or services that are equivalent to the price that was paid, therefore, you get what you paid for.

 Let's use the comparison of phone cases to understand the theory of 'you get what you pay for'. While the price might be very low for a particular brand of phone cases, the quality may be lacking key features that a better quality case would have to offer. For those that cost more, it's made accurately with precision cuts to fit your phone like a glove, the material is quality and protects the integrity of your phone, or perhaps it is even possible that the value includes being bundled with another valued product like a screen protector, to ensure that you are getting value for the money.

When it comes to services, the same applies. For some people who don't want to pay much money or are just on a tight budget, will often choose a cheaper alternative. However, the quality of service often reflects that low value. For instance they most likely do not have licensing or insurance. They may also lack proper training regarding the knowledge of specific products and procedures that would ensure the integrity of your home isn't compromised by improper use. The quality of service and experience, including attention to detail and completion of a job may be severely lacking. Finally being forthcoming about owning their mistakes may be an issue; essentially no accountability, especially if they have no insurance to cover any mishaps. Finally, reliability to provide service as scheduled, to be consistent, and over all professional customer service experience may be lacking severely. 

But if the price is high and the quality of service is lacking key factors, then the complaint is certainly warranted. Quality results should equal the value paid. Be thorough, consistent and complete. There should be a noticable difference when you are done! Great work ethics are imperative for upholding a great reputation and to your business's success.

When it comes to customer service, know your client's needs; listen to their requests, and strive to find ways to .` them. By making your service tailored to their needs, you are not only serving their needs, you're meeting their expectations.

Keep an open communication with them about your service. Ask questions to ensure that they are satisfied. Don't dodge conversation or this subject with them; that only leads to problems, big problems! Dodging or ghosting your client only tells them that they can't rely on you to serve them in a way that suits their needs, and they will eventually find a replacement. You want your client to be happy. Knowing whatever ever it is that they are unhappy about is half the battle because you can't fix what you don't know. If the issue is something that you are unable to assist with, (example: not part of the scope of work, not your expertise, etc.) then explain that to them. Help them understand that their estimate didn't include those tasks or that you are limited in that particular area. Bottom line, wrether you are able to assist in that area or not, simple communication about it speaks to your standard of accountability and work ethics.

Be very clear about the scope of work! This information is best served 'in writing' because people forget tiny details. This information should be written on either your estimate, your invoice, or both. This protects you and them. It informs them of the exact detail of the job that you are completing for them.

(I particularly include that information in my estimates and my invoices, and I point it out to them and have them review it to ensure that I have not forgotten any details that we initially discussed. This keeps us both on the same page. If they forget what was included, then they have the scope of work at their fingertips to refer to. Additionally it protects me from a client who either assumed something was included or who may decide last minute to add something on that we previously did not discuss and that I did not estimate a price for; at which time I offer a 'change order' with a new price.) 

When or if a complaint comes up, own it! Remember when you are a consumer and expressing your displeasure about a product or service, you like to know that you have been heard, so make sure your client feels heard! Validate their feelings by expressing some empathy. I cannot stress this enough. Simply allowing them to speak and share thier thoughts without interruption or making excuses is THE KEY to successfully resolving issues!! Be compassionate, it goes a long way. If they feel heard, if they feel that you care, if they feel that you want to make it right; they will usually accept whatever resolution you have to offer. It's service providers who act like they are not compassionate, dodge responsibility, accountability, and make excuses who will fail to resplve issues every time. We are all human, and yes some clients may be difficult to work with, but regardless of their behavior, always strive to find and offer a resolution. This states that you hold yourself to a higher standard of integrity. 

Finally, availability and punctuality is a big deal. People have a schedule to keep, work, appointments, events, etc. Try to be accommodating. And hold true to your word and when you say you can serve them. Respect their time and they will respect yours.