Part of what I do here at Darren’s is research. And part of that research is finding out what made people do business (or not do business) with you in the past. I typically do this through a series of phone interviews with former clients or leads that never closed. And the things I uncover when people feel they can speak freely will make your head spin.
But you can’t fix it if you don’t know it’s broken right?
I always try to explain to the homeowner that by not making my client aware of their displeasure, they had a 100% chance of their issue going unresolved and that if it was a simple fix, could we just get in there and get it done for them to make them happy. This usually does the trick, and we are even able to build referrals, testimonials and sometimes new jobs from the effort. [Read more…] about An Inside Look at 5 Things That Make Customers Crazy