Customer complaints are an inevitable part of business. A few simple policies and skills can help control the situation. Start by understanding that the goal of good customer service is to keep normal people from becoming more angry or difficult, not to make crazy people sane.
Timothy Hershey, President of Thoroughbred
Contractors in Shelbyville, Ky., has been involved in the commercial and
industrial roofing business for nearly 25 years.
Michael Kelley, the General Manager of Kelley Construction Contractors, focused
his presentation on building value with the customer, but he acknowledged that
it takes time and effort.
I wrote this article to help roofing contractors
understand and use some basic marketing activities and some unique customer insights
to successfully grow their businesses.