Propertyology’s Post

To maintain long-term client relationships, follow these steps: 1. Never promise what you can't deliver. 2. Never overcharge for services. 3. Always understand the problem and find a solution that is time-efficient. 4. Stay proactive and adopt an assertive approach to complete tasks on time. If you find these steps useful, let's connect and learn from each other.

𝐓𝐢𝐩𝐬 on how to maintain a good relationship with clients when there is a problem 𝟏. 𝐏𝐫𝐨𝐦𝐩𝐭 𝐀𝐜𝐤𝐧𝐨𝐰𝐥𝐞𝐝𝐠𝐦𝐞𝐧𝐭: - Once you find yourself in a situation where there is an issue, it is important to accept it right away. Let the client know that you are aware of the problem and are working to find a solution. This shows that you are aggressive and respect their business. 𝟐. 𝐂𝐥𝐞𝐚𝐫 𝐚𝐧𝐝 𝐇𝐨𝐧𝐞𝐬𝐭 𝐂𝐨𝐦𝐦𝐮𝐧𝐢𝐜𝐚𝐭𝐢𝐨𝐧: - Be clear on the type of issue that you are facing. Describe the event, the reason behind it (if possible), and how it affects them. Truthfulness is a virtue that fosters trust and is vital in the preservation of a healthy relationship. 𝟑. 𝐑𝐞𝐠𝐮𝐥𝐚𝐫 𝐔𝐩𝐝𝐚𝐭𝐞𝐬: - Make sure to keep the audience informed of the progress made regarding the issue. If there is no new information to provide to the clients, at least informing them that you are still working on it can help alleviate their anxiety. 𝟒. 𝐎𝐟𝐟𝐞𝐫 𝐒𝐨𝐥𝐮𝐭𝐢𝐨𝐧𝐬: - Describe potential recommendations or options. This may include timeframes for resolution, workarounds, or mitigation strategies. This is why it is important to show the clients that you are willing to work to solve the problem to their satisfaction. 𝟓. 𝐄𝐦𝐩𝐚𝐭𝐡𝐲 𝐚𝐧𝐝 𝐀𝐩𝐨𝐥𝐨𝐠𝐲: - Be polite and offer an apology if any inconvenience was caused in the process. One should never underestimate the power of a sincere apology as it can do much to restore the trust and make the person feel valued. 𝟔. 𝐏𝐫𝐨𝐯𝐢𝐝𝐞 𝐚 𝐩𝐨𝐢𝐧𝐭 𝐨𝐟 𝐜𝐨𝐧𝐭𝐚𝐜𝐭: - Make sure the clients has a direct channel of communication in case of further contact or additional information. Ideally, this person should be informed about the matter and be in a position to make some decisions. 𝟕. 𝐃𝐨𝐜𝐮𝐦𝐞𝐧𝐭 𝐄𝐯𝐞𝐫𝐲𝐭𝐡𝐢𝐧𝐠: - Document all communication and activities in a professional manner. This can be used to monitor the progress and it is beneficial in case of any disagreements in the future. 𝟖. 𝐅𝐞𝐞𝐝𝐛𝐚𝐜𝐤 𝐋𝐨𝐨𝐩: - When the issue has been solved, it is important to seek the customers’ opinion on how the issue was addressed. This could be useful in enhancing the communication and procedures in the future. 𝟗. 𝐋𝐞𝐚𝐫𝐧 𝐚𝐧𝐝 𝐈𝐦𝐩𝐫𝐨𝐯𝐞: - It is always beneficial to consider the experience as a learning experience in order to pinpoint any potential flaws in the processes. Applying changes can also assist to avoid such problems in future. By following these recommendations, you can ensure that your customer remain loyal to your products even in the face of a difficult situation. 𝐜𝐨𝐧𝐭𝐚𝐜𝐭 𝐦𝐞 𝐢𝐟 𝐲𝐨𝐮 𝐚𝐫𝐞 𝐢𝐧𝐭𝐞𝐫𝐞𝐬𝐭𝐞𝐝 𝐢𝐧 𝐛𝐮𝐲𝐢𝐧𝐠 𝐄𝐭𝐡𝐢𝐨𝐩𝐢𝐚𝐧 𝐀𝐠𝐫𝐨-𝐜𝐨𝐦𝐦𝐨𝐝𝐢𝐭𝐢𝐞𝐬 +𝟐𝟓𝟏-𝟗𝟎𝟕𝟒𝟎𝟖𝟖𝟖𝟖

Be proactive with your clients. Address potential complaints before they arise by anticipating their needs and concerns. This can turn a potential issue into an opportunity. How do you anticipate and resolve issues before they become complaints? #customerservice #sandlertraining #clientmanagement #salesstrategy

When customers report a problem, keep IT Support Survival Rule #3 foremost in your mind: 🎯 GET THEIR PROBLEM RESOLVED QUICKLY AND CORRECTLY. BUT as you probably know …. incoming issues (support tickets, phone messages, direct calls) are NOT all equal. Some are more URGENT than others. For example: this lady with the broken-down car. She is in the middle of a desert on a hot summer day! No water. She is desperate for a good Samaritan to stop and help her”. That would be YOU. However, you don’t know she is in that situation. Not yet. You only have her brief poorly transmitted message. You also have two other phone messages and four other tickets that recently came in.  🏃🏽♂️ Your speed of “QUICKLY” can vary depending on the URGENCY. Your customers likely receive an automated response to their message. In addition, I DO immediately send an email to everyone, like “We have received your case. As soon as the appropriate Support Rep is available, they will be assigned to you.” This lets them know they now have a LIVE person involved and things are moving forward. So, after that, which of the following responses should you do? ❓ Handle the previous day’s trouble tickets FIRST, then tackle today’s incoming issues including hers?  NOPE.  You did not prioritize urgency. What is the URGENCY? ❓Send everyone an email and tell them you will call them in the next 3 hours? NOPE. Three hours may be too long for some urgent issues. ❓Call EVERY customer immediately to see if it is urgent?   NOPE.  You will be wasting precious time.  Some are obviously not urgent. Set those aside. ❓Scan through ALL the incoming messages and determine URGENCY? YUP!  Of course. 🤔 You must find out which are: * OBVIOUSLY not urgent * OBVIOUSLY very urgent? You call them immediately. * A MYSTERY? You do not have enough data to decide. Call them next to find out the URGENCY. It may not be urgent, or it may be very urgent. 😐For the non-urgent, I may schedule a Zoom session later. It buys me time. 😲 But your mystery may turn out to be VERY urgent. Like your lady on the desert highway! 🚀 URGENCY determines how FAST and INTENSE you react. When I use IT Support Survival RULE #3, I resolve customer problems QUICKLY using URGENCY to decide the order I handle them.

Dealing with irate customers requires tact and a strategy to manage their expectations without compromising service quality. To handle this delicate situation: - Acknowledge their concerns quickly. Show empathy and let them know you understand why they're upset. - Set realistic timelines. Provide clear, honest time frames for when issues can be resolved. - Offer alternatives. If immediate solutions aren't available, suggest temporary fixes or compensations. How do you keep your cool and deliver when customers demand the world?

We get a significant number of enquiries each week, all of which we follow up within 24 hours, although its usually much quicker than that. Then.... invariably - silence. I send a gentle email asking if they need anything more? Then..... invariably - silence I try two more times after which I get cross. Why do people not have the good manners to send back a brief email saying, project dead, project delayed, project just a dream while I was getting drunk with my partner/affair/wife/significant other at the weekend. To my network - remember, we all try and serve you even before you become a customer, we research your questions, provide free of charge advice in many ways, so just have the good grace to engage. After all - its not us that makes the first move.

Self-Doubt. Let's talk about self-doubt in customer support. Sometimes, when we see tickets from customers, we start doubting ourselves, thinking, “What can I do? Where do I start? Am I even capable of handling this?” I'm not here to criticize you. it's okay to have these thoughts, especially when it's your first time handling tickets. So, when you face a situation like this, take a moment to pause and reflect. Read the ticket again, calmly, and think about how you can best help the customer. You’ll often find that the answer comes to you naturally. You might wonder, "Does it really happen just like that?" And my answer is YES! Remember, when you applied for that job, you believed you could do it. You passed the interview and, most importantly, you learned the necessary skills. So, stop doubting yourself. You’ve gained both soft and hard skills to handle these situations. And if the issue is something more complex, don’t hesitate to reach out to your colleagues for support. #self doubt #customer support #30DCC

The best way to understand strengthen client relationships is to understand what they're truly looking for. In order to do this, you should not only be asking questions, but actively listening to what they have to say. By asking questions & actively listening, you'll begin to understand what their true pain points are. From there, provide your solutions to those pain points. The more you deliver, the stronger your relationship will grow.

Which approch is best to deal with clients 1. Only professional 2. Professional with friendly