Show Your Customer Some Gratitude

Keeping customers happy is your business.  At Carpet Zen we professionally clean carpets, rugs, tile, grout and upholstery in Leander, Cedar Park, Liberty Hill, Georgetown, Round Rock, Pflugerville, Hutto, Lakeway and Austin, Texas. 

But it doesn't matter what you do, if you don't keep your customers happy.  Here are some thoughts on keeping customers in the Happy and Loyal Zone by a 15 year entrepreneur.

1.  Whatever happened it is your responsibility.  It needs to be your responsibility, because now you can do something about it.  Never blame anyone else in your organization to your customer.  Let them know "this is my fault."  And it is...maybe you needed to train someone better, maybe you needed to supervise someone better, maybe you need to clarify a process, maybe you need to move or fire an employee...if you're the owner or manager...this is your job and thus your fault.  Even if it seems like there was nothing you could have done, still take ownership.  This is a much stronger position and helps you take control over your business.

2.  Do the right thing even if it hurts.  I have found that a willingness to make things right is how to build a strong customer base.  People don't hesitate to purchase something from Walmart, because if it doesn't work out, they know they can return it.  This policy probably costs Walmart millions in returns they are unable to resell.  However, what does it make them?  Even more.  Treat people even better than you would want to be treated.  When Carpet Zen makes a mistake, gets the call from the unhappy customer, then goes back and makes it right.  Those customers almost always become our best fans.  Why, because they know Carpet Zen stands behind their work.  Many times after a complaint and free service call to fix the issue, we get a 5 star review and a loyal customer.  It almost makes me want to mess up on the first visit, so we can fix it and gain a customer's loyalty. 

3.  Listen to want your customers and employees want and keep improving.  Business is competitive.  Therefore, just to keep the level of business you have achieved, you must keep getting better.  In order to expand and grow your business, the owner/manager/leadership must grow continually and in turn help elevate all of the staff.  So keep learning, keep training and keep improving your brand and culture. 

4.  Follow up with customers whenever possible.  Whether you clean carpets, rugs, tile, grout and upholstery- like Carpet Zen or sell products or some other service, it will make you stand out and save yourself potential negative reviews to follow up with customers.  Are they happy?  What would they improve in the process, product or service?  Will they be referring you to friends, family & neighbors?  If not, why not?  Do not get defensive.  Take a stance of "we are trying to learn and improve."  See every client as a "win"- totally satisfied, or as a "learning experience."  Again, listen to them during the follow up and look for every opportunity to learn what you are doing right and where you can improve.  This can be the difference in the future of your business.  

We're open to feedback here too...let us know your tips and ideas for working with customers.   After all, we need to practice what we preach and keep improving.