The problem being is that we don’t all have common sense. It really that simple. So that’s why we need to communicate proper procedure about everything from…”don’t ever hide a broken item” to “don’t talk excessively on the phone at a clients’ house”.
Cell Phone Use
So what is your policy on cell phone use?
We allow it, but try to keep it to a minimum. There are times when we need to reach one of our team members while they are with a client. This can happen when there are communication errors, or perhaps a client wants to add on some additional services. It is important that the team have access to their cell phones, but at the same time, we ask that they will be respectful and limit personal use to emergencies only.
I have written an extensive blog post on this one as well. If you would like to get into the details of the policy you can read the post here: Broken Items. To sum it all up, we basically have come to understand that sometimes people lie. Sometimes it is the employee, and sometimes it is the client. This is why it is always important to handle the situation with dignity and respect.
Seriously, unless they are cleaning the fridge, it should never be opened. Luckily it does not happen often, but it happens. A serious lack of judgment once led o one of our employees to help themselves to a sandwich at a client’s home. Yes, this actually happened to us and it was horrifying.
What to do when you have to use the ladies room or the little boys’ room? Simple. Plan to”go” before you arrive at your service appointment. There are no ifs, ands or buts about this.
Common Sense Selling
So let’s keep this simple because I know you all know what I am talking about anyway.
- Answer the phone…and say hello with a smile
- Reply to emails quickly
- Return missed calls even if there was no voicemail
- Take seriously even the smallest of complaints, and handle it with grace..now matter how crazy the client sounds
- Upsell whenever possible
Each of us will end up having our own experiences, but I think when it comes down to it there are certain instances that we all come across sooner or later. I would love to hear your most horrifying story (or funniest for that matter) because let’s face it in this business sometimes we need to be able to laugh it off.