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00:00:01
Its relentless!
15 Plays14 days ago
Don't despair, stand up for yourself!!
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Transcript
Lessons from Customer Interactions
00:00:00
Baker Plbg
Okay, a great many of you are witness to my interactions with a customer yesterday, i guess since Monday. And I don't know if it should serve as ah ah lesson or comfort or whatever.
Opinions on Influencers
00:00:16
Baker Plbg
um People give me a hard time because I'm ah belligerent to the influencers and I have strongly held opinions.
00:00:27
Baker Plbg
um But you should know and I think it shows that ah I feel that way about the trade in every sense.
Handling Customer Criticism
00:00:35
Baker Plbg
And there are people that are critical of how I handle that situation in particular and in ah similar situations.
00:00:44
Baker Plbg
Just give him his money back and move on. You know, that, I absolutely disagree with that.
Managing Expectations and Professionalism
00:00:51
Baker Plbg
That just enables these individuals to think that their behavior is acceptable. And it's just not acceptable to expect what that individual ah expected and demand what he demanded.
00:01:06
Baker Plbg
It's absolutely bad form. And I hope what comes across there is you don't have to use insults or profanity that you can,
00:01:18
Baker Plbg
ah craft a strongly worded reply based on the facts of the
Evidence and Confidence against Complaints
00:01:24
Baker Plbg
situation. And if you handle your business properly and you know what you're doing and you, you know, ah record um the quote unquote evidence of every job that you do, then you are on solid ground and can combat these people um for the betterment of the entire trade.
Standing against Stereotypes
00:01:47
Baker Plbg
That guy's a banker.
00:01:49
Baker Plbg
uh no doubt uh has uh the stereotypical opinion of a tradesman you know the blue collar dirty only knows the four curse words uh don't lick your fingers and it flows downhill the fact of the matter is is i don't know what his portfolio looks like but i suspect mine is better
00:02:10
Baker Plbg
And you need to ah stick up for yourself. You need to ah make sure that lines aren't crossed.
Crafting Thoughtful Responses
00:02:21
Baker Plbg
And i I mean, it's a difficult thing in the moment. Most of those i take probably an hour to craft those emails. So I'm not doing it like when I'm super mad.
00:02:34
Baker Plbg
So anyway, hope that's hope that helps you guys.
Addressing Residential Business Complaints
00:02:38
Baker Plbg
um And that's residential, which is the reason ah we do about, i don't know, five, maybe 10% of our business is residential because nine out of 10 of those people have a complaint and wish you had done something different.
00:02:53
Baker Plbg
My thoughts, not yours.