Customer Expectations
Customer Expectations
MODULE OVERVIEW:
In this module, you’ll learn best ways to ensure customer satisfaction and what clients expect from providers.
LESSON OVERVIEW:
In this lesson, we will go over Client’s expectations to keep a happy customer.
QUICK SUMMARY
What do clients expect?
● Clients expect reliable and great service from qualified professionals.
● If for some reason you are running behind, clients expect to get a heads-up and also approve or decline the new arrival time.
● We tell clients that we only work with qualified & reliable service providers who have at least 1 year of experience, passed background and reference screenings, and have all supplies & equipment needed for the job.
● Independent Service Provider. You are not an employee of the agency. We do not provide training and it is your responsibility for client satisfaction or damages in the home.
● Clients are aware upon arrival you are also assessing their home and may request to adjust the price if needed.
● Our top Pros do a walk-through upon arrival, to set the client’s expectations correctly.
● Most providers ask engaging questions during the walk-through so they can ensure they are both on the same page of setting the expectations.
● If there are items that you don’t offer as a service, or items that would be an additional fee, just let the client know that you don’t offer that service.