Bundle & Save! Get Reets TV Water Restoration Pro + Estimating Pro + Mold Remediation Pro + RTV Español and save OVER $1600! Click Here!

Customer Relationships: Part 2

July 27, 2015

This is the second and final installment of our “Customer Relations,” series.  This week we will be covering the preferred method of communication and managing expectations.

customer appreciation

Preferred method of communication:

If you need me to do something for you, the best way to get a response is to send me a text message.

Leave me a voicemail and if you want to wait 3-4 weeks for a response, then go right ahead.  Send me an email and put your request in with 100 others I get a day!

I know I should tweet, but I hate it and I usually consider Facebook messages as spam. But if you want a response from me right a way… TEXT ME!

So what’s my point?  All of your customers have a preferred method of communication.  So while you have them on the phone at the initial contact ASK THEM what’s the to best way to communicate to them what’s going on.  A little communication courtesy goes a looooooong way!

Managing Expectations:

When it comes to managing your customer’s expectations, it is important to communicate upfront what you’re reasonably capable of performing.

Here are 4 things to help you minimize frustration by managing your customer’s expectations.

  1. Establish the guidelines of what can be expected for the duration of process. (Example: timelines, communication, objectives, etc.)
  2. Never make a promise you can’t or won’t keep! If you say it, then do it!
  3. Don’t throw everything out on the table right up front! Leave room to EXCEED expectations by not promising the world. Do what you said you would do and then if there is an opportunity to go above and beyond…TAKE IT!
  4. If you for see a problem on the job IMMEDIATELY COMMUNICATE what is going on! If you communicate it immediate to the customer with the BEFORE hand it is an explanation, if you wait until something goes wrong then it looks like an excuse!

Friendship based selling!

People do business with people they like! If people don’t like you they will find someone they do like and do business with them!

Customers remember and value personal experiences that show understanding and respect for their needs.  They key here is to have a good conversations and get your customers talking about themselves and what’s important to them.

Every good conversation starts with good listening.

By establishing good listening skills you can respond accordingly and convey your empathy, reliability, and assurance.  Always responding appropriately means that some customers do not like to joke around with you and that will be very apparent very quickly if you are listening.  But this doesn’t mean that you cannot build a friendship with them, you just need to focus on what is important to them.

It’s easy for us to build a relationship with someone that is outgoing and witty, but lets be honest here……. That’s not the norm!  But EVERYONE wants to be heard and valued.

Here’s your homework for today.

Have 5 GOOD QUALITY conversations.  DON’T solve a problem before one is given and listen really listen to what the person is saying to you. Respond accordingly.  Don’t have a relatable story for every thing, let the other person just talk!  Make it about them and not about you!

Practice makes perfect!

Are you hiring new technicians? Check our our online IICRC courses! Reets Drying Academy can teach you everything you need to know to succeed in this industry.

 

 

 

 

 

 

 

 

 

 

Share:

Comments

Jeremy Reets Portrait

Jeremy Reets

Owner
Described as an “OG of drying,” Jeremy is known as the innovator of the TES Drying System and for developing the Evaporation Potential formula that is used by many restorers today. As an instructor, Jeremy’s laid-back, down-to-earth personality is combined with his experience both in the field and in running a successful restoration business. He strives to teach the principles of drying and how it affects a company’s bottom line.
Matt Light Portrait

Matt Light

Instructor
Matt has worked with Jeremy on many previous projects and decided to bring his 25 plus years of experience in crawl spaces as well as encapsulation over to Reets Drying Academy. He came in on the ground floor and has been the co instructor of the Crawl Space Encapsulation course since its inception. Specializing in the hands on portion of the training.

Nyla Williams

Hospitality Coordinator
I enjoy being a hospitality & events coordinator. I'm not afraid to show southern hospitality and I'm a huge UGA fan!
Brianna Shrout Portrait

Brianna Anglada

Hospitality Coordinator
Brianna is the Hospitality Manager/Events Coordinator here at Reets Drying Academy. She joined our team in 2017 and has been with us ever since. Brianna also runs admin work for our Online WRT Zoom course. From making sure to providing a welcoming breakfast and lunch every day to even making sure all the trash is empty and bathrooms are clean, Brianna works diligently to make sure your week here at Reets is a five-star experience. But don’t be fooled, Brianna is not your mom/wife. On Brianna’s spare time she enjoys doing Crossfit and making cocktails with her husband.
Brandown White Portrait

Brandon White

Instructor
Mr. Brandon White is the Principal industrial hygienist at Environmental Forensic Consultants, Inc. based out of Phoenix Arizona. Mr. White’s undergraduate research was in the field of virology and bacteriology. With over 20 years of experience working as an environmental microbiologist and industrial hygienist Mr. White has conducted oversight and project management of large-scale commercial losses all over the United States. Mr. White has 15 years of experience teaching college microbiology, pathophysiology and biology, is an OSHA outreach trainer through the University of San Diego California, is an IICRC certified instructor, an expert witness, and independent insurance appraiser.
Greg Ahlstrom Portrait

Greg Ahlstrom

Accountant
Steve McLeroy Portrait

Steve McLeroy

Senior Visual Designer
Steve is an experienced visual designer and has worked as a graphic designer for more than 15 years. He is sometimes in shape, most of the time not. Hey, the guy just wants to eat a pizza, you know.
Tonya McLeroy Portrait

Tonya McLeroy

Brand Marketing Strategist
Having spent 15 years working for a fortune 500 company in their marketing and sales operations department, Tonya brings creative ideas and solutions to our marketing and website initiatives. She also specializes in digital illustration, brand management, web design, animation and enjoys doing voice over work.
Crystal Solis Portrait

Crystal Solis

Business Development Visual Media
Chris does our work behind the camera. She is an asset when it comes to creative ideas, filming, editing and directing. She also acts! Catch her in our Water Restoration Technician Online series!
Rebekkah Beilen Portrait

Rebekah Beilen

Online Training Advisor
Speak to Rebekah for all your Reets Tv needs! Rebekah would love to talk to you about how online training can improve training retention and profitability. The only thing bad about Rebekah is that her husband is a Cleveland Browns fan... it makes us sad.
Meredith Truitt Portrait

Meredith Truitt

Hands-On Training Specialist
Meredith is the one to call for booking a Livestream or In-Person Training course. She is the lovely southern belle of RDA. Never scared to show the hospitality.
David Hodge Portrait

David Hodge

Instructor
David is a Triple Master with the IICRC and has a background in full service cleaning and restoration, estimating, operations, and reconstruction. His background as a firefighter, EMT, and HazMat tech makes him an excellent candidate to discuss fire loss and cleaning. He is a knowledgeable and hilarious instructor considered to be one of the best instructors in the industry!
Nick Sharp Portrait

Nick Sharp

Instructor
Nick Sharp has worked with Jeremy Reets for over a decade now. He started in carpet cleaning and mitigation before moving to the construction side as a project manager. He then was the senior estimator for Champion Construction for over 8 years. Since its inception in 2015, Nick has been an instructor of our Restoration Estimating & Negotiating course. His most recent venture is as a restoration estimate consultant.
Jeremy Reets Portrait

Jeremy Reets

Owner
Jeremy Reets started in water restoration in 1990. He is known as the innovator of the TES/ETES drying systems and a discipline of drying called Directed Heat Drying™. He developed the Evaporation Potential formula for use by restorers. He opened Reets Drying Academy and flood house in 2005 to provide water damage restoration education. In 2011, Jeremy developed Reets.TV, a series of online water restoration training packages.