In a customer service world, the number one goal will always be exceeding customers’ expectations and not just satisfying them. When it comes to the products we provide, it is how you create an impact that will definitely leave or make a difference in your customers’ experiences. Remember, service will be remembered based on how you make the first move.
Having criticisms is normal and this is a helpful way for you to be aware of what needs to be improved in the way you run your business. Different types of people are to be dealt with in the business world. There will always be people who have long patience and understanding in case you miss something and there will be people who will continue to criticize or find something for the sake of telling you that something is not done properly. And no matter how you handle your business properly, there will always be hurdles along the way. But these should not stop you from doing your job efficiently and effectively. Making mistakes is normal and this will always help in learning new things and not doing the same mistake again and again. In dealing with any criticisms, the only important thing and way to handle them is through a professional response. Anything can be discussed by having proper communication and a good connection.
Criticism might sound negative to some but this is actually an essential tool towards improving and leveling your status. To be overall in charge of your cleaning business, it is a normal reaction for you to defend your company and your employees. But remember, you are where you are also because of your customers. When the situation arises, you have to remain calm, show empathy, and listen actively to what they say. In that way, your customers will also feel that you are able to handle the situation, taking it seriously, and will do something about it. Do not forget to respond quickly to this and do not deal with how you might feel about it. The time it was given attention really matters. This is part of your business growth. An opportunity for you to look things out and see which or where you’re lacking.
If your customers told you something that they didn’t like, take the opportunity to help you by asking them what specifically happened. Oftentimes, this is being forgotten. We only focus on what to be avoided, not on what is to be resolved. And do not take it personally, sometimes, them having a bad day adds up to how they express their criticisms. It’s just a bad day, not a bad life. Do not just apologize after hurting their sentiments. Make it a habit to thank them by addressing it and make sure to offer a solution to fix it. Make them feel valued. Right after, share what was discussed with your customer with your team members. They play a big role in your company and they need to be aware of what is going on.
Take it as constructive criticism. Do not dwell on negative feelings or situations. At the end of the day, it is always how we handle or deal with the situation. As the saying goes, “There’s always a rainbow after the rain.”