Description

Is the Customer Always Right?

You’re probably no stranger to angry customers. But, how do you protect yourself in these tricky situations? In this episode, we talk about how to keep your customers happy without turning your business into a charity.

I’m joined by Benjamin Pratt from B Electrical.

Welcome to season 2!

What we discussed

(00:00) Season 2 (and personal thoughts)!

(04:46) Is the customer always right? 

(06:49) How referrals get messy (client story)

(13:50) The right conversations to have with your customers

(19:39) Bullied by a client?  

(26:49) Fear of bad reviews

(30:44) False promises of future work

(35:42) Taking responsibility for your team

(39:21) Expectations of high net worth clients

(48:07) Breaking up with a client

3 tips for protecting your business while keeping clients happy:

• Scopes of work help you manage expectations. Yes, they're time-consuming but they're what will save you when misunderstandings arise. Customers will forget what you discussed. Scopes of work will protect you.

• When you’re working with a client based on a referral, make sure you speak with the end client directly. Don’t rely on the person who referred you to tell you what to do or what the client needs. If you don’t directly speak with the end client, you might end up being on different pages.

• In any project, there will be things that are out of your control. Make sure your contracts cover you for these inevitable situations.

Links

Connect with Benjamin Pratt: LinkedIn

Inspire Audio Visual: Website

Contact the Smart Home Surgery

• Send us a DM on Instagram @smarthomees
• Email us at media@smarthomee.co.uk

Thanks for listening & see you on the next episode