A talk with some business managers

[Steve]

Over the holidays I had a chance to talk with some business managers. One worked as manager of a Hilton hotel, another a Marriott and lastly a manager of Wal-Mart. I asked them each how far they will go to make a customer happy. Is the customer always right? Here is what I summized from what they said. Marriott - Will do almost anything to please a customer to get them to come back. Hilton - Will only work within reason to please a customer. Wal-Mart - They are told to make the customer happy and do whatever it takes, but they know the customers don't have much of a choice and they will be back. Have you ever experienced a problem at any of these facilities? If so was it resolved to your satisfaction? Would you ever go back? Which ideal do you find yourself implementing in your company?

__________________
- Subscribe to my Lawn Care Marketing Blog Feed and get daily tips sent to you. Free!
Download your Free trial of Gopher Lawn Care Software.

[Little's]

Lawn care business tips

Their answers werent surprising to me. The interesting one was Wal-Marts. I dont shop at WalMart for this reason here. Thanks for the insight. I agree with Hiltons idea- "Within reason"

__________________
Northern California

[Steve]

How far will you go to make a customer happy? Which business would you be more like?

Any advise to other lcos when it comes to dealing with difficult customers?

[Little's]

I will go pretty far to make one happy, but I wont let someone take advantage of me or push me around. I will be fair and objective. If you have to spend a little more time making a customer happy now, you will get it back in the long run.

[Steve]

Do you ever find customers asking you to do extra services in which they don't want to be charged for?

[Little's]

Sometimes. If it is something that will take me an extra couple minutes, then no problem. If it is something that will require a considerable amount of time, then I let them know what I will have to charge them to do it. I havent had much trouble so far.

[TigerTime]

I guess it depends on the customer and the relationship built. Some of my customers are in their 70's and 80s and can not do for themselves. I do extra for them because they can not always do for themselves. I do get a lot in return because they are quick to share their experiances with others. So, word of mouth goes a long way with the older generation.

I really do not mind helping them. It is the young able to do for themselves that seem to want more for nothing and that is when I let them know that I will charge for the extra work. SO I use within reason with them.

Just my thoughts.

[gardenbarber]

This is an old thread but I'm new so my thoughts on service - I guess it depends on the customer. I find that customers I like or feel obligated to get more from me. And I like customers who treat my service with respect - they pay on time , they are prompt with property access and so on. I've got to the stage where I will only work with customers I at least can get on with. If I don't like a customer I'll reverse out of the deal -

Old people get extras just because and single mom's get some extra help - I know it may sound sexist but I think they have it tough enough and sometimes there are things they just can't or don't know how to do.