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Being a trustworthy professional in business today mightseem obvious, but not always followed. This represents 95%of your business success.

If you have a retail store that is a clean store, make surethe doors and windows are clean, make sure the store frontlooks good. Enforce that your employees stay clean and theshelves and floor are clean.

If it's a service company, make sure your servicetechnicians are wearing clean work clothes, their trucksare clean, and salesmen should be well groomed andpunctual. Everything about your business should beprofessional.

The public is more skeptical than they've ever been. So wehave to deal with negative media about people who wereripped off by a service contractor. It's hard to blamepeople for being skeptical. There are a lot of sleazycompanies out there who rip people off.

We have to over compensate for these consumer feelings.It's unfair, but that's the way it is. You want to projecta professional image and earn peoples respect and trust.

If They Complain, Answer. Whenever you have a complaintcome in from a client it means they are asking for help.It's an opportunity to cement a relationship and enhanceyour customer relations.

The key is to take care of complaints as quickly,efficiently and ethically as possible. Don't leave themunhappy. Remember that an unhappy customer will tell many,many people not to do business with you.

If you have a customer that continually complains and isalways wanting to cut prices here, get a little extra valuethere, give them their money back. Remove them from yourdatabase.

In many of the companies I've seen and been involved withseen those companies build databases of people they willnot do business with because they are always looking to getsomething for free.

If you give somebody their money back, there aren't toomany bad things they can say about you. If you don't refundtheir money, they can say just about anything they wantabout it. Whether true or not If it's a complaint that'snot going to be rectified at all. You definitely want togive the money back.

You should think of that money being spent on stopping themfrom telling others bad things about you as money well spent.

The customers who are normally good customers or never saymuch one way or the other and something goes wrong, You'llwant to correct it quickly, efficiently and ethically aspossible.

By Abe Cherian
Copyright © 2005

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