Well we lost a client yesterday after servicing them for a couple of years.
I am not going to put you to sleep with all the details. The comment came from my last conversation with this client. The call was about an invoicing issue that ended up in the contact complaining about cleaning issues ( that were never brought up b4 ), problems with our communication portal ( obviously lack of use ) , etc...
I had a fifeteen minute conversation with her expressing what I feel is the best for her & her building.
about 10 days past from this conversation & that client called me to quit. She commented that it was from our last conversation ( whic I thought made things better
). She said it wasnt what I said but how I said it.
She went on to tell me that I have a very condescending attitude
Instead of me blowing my top & telling her what I felt about her attitude I said:
Ms. Smith I guess I can understand how you may have taken it that way, I have been in the business for many years & have a pretty good idea of what works for our clients & what will not. I try not to waste my clients time & get right to the point. Some people appreciate it as professionalism, but unfrtunatly you took it another way. I do appreciate your feedback & will consider it in dealing with my current & future clients.
She went on to say that she had gone to her board & chose another service, but does consider my company a good seervice & would recommend us
anyway , I did take a lesson from this. I think in the cleaning business we try so hard to convey a professional attitude to overcome sterotypes, that we may come across as cold or "condescending".
My goal is to work on a good mix of being professional as well as personable.
I guess 11 years of this can make you a little rough around the edges.
When I get back from vacation I will be in sales mode again to get 2 to replace this one