Drycleaner Insurance: Dealing with Dissatisfied Customers
In an earlier post we discussed good customer service and its effect on Dry Cleaning Insurance, and how there were a few key customer service characteristics that drycleaners should focus on in order to potentially reduce their risk of running into a customer-based drycleaner insurance claim. As important as good customer service is, it’s equally imperative that drycleaning professionals know how to best diffuse difficult situations and deal with dissatisfied customers.
In a Drycleaning & Laundry Institute newsletter, IFI Textile Analyst Mrs. Chris Allsbrooks cited the five faces of customer dissatisfaction and how to deal with them. These “five faces” are;
- A customer who is angry, loud, unfocused, and rants and raves.
- An upset customer who acts nervous or defensive, and seems like they are ready to explode.
- An arrogant customer who talks down to the drycleaning professional.
- Someone who repeats the same problem over and over.
- An angry customer who uses a forceful attitude, yelling to try to get the drycleaning professional to back down.
Overall, she notes how important it is to acknowledge whatever the customer’s concern is, with a calm, friendly, and professional tone of voice. She points out the importance of avoiding an argument, and clarifying what the problem is by asking specific questions and taking notes if the problem must be relayed to a manager. It’s important in the drycleaning profession, or any profession, that staff members not allow a customer to bully them into promising something that is wrong or outside their authority. However, it’s imperative that staff acknowledge the issue and inform the customer of what they can and will do about it.
Dealing with a dissatisfied customer by acknowledging their concern, clarifying the problem, and explaining what action will be taken next could make the difference between a good customer experience or a customer taking it a step further and seeking retribution through a lawsuit. Drycleaner Insurance is the one foolproof way for drycleaning professionals to financially protect themselves against these types of claims, however knowing what steps to take to potentially mitigate loss is important as well.
At Irving Weber Associates, we understand how important growing your business is to your overall success. We offer laundry insurance programs such as the FabriCare Advantage that includes customized coverages, such as protecting customer goods on an unlimited basis. This ensures that you are financially protected the best way possible, so that your business can continue to thrive. Please contact us today to learn more at (855) 764-7406.