Snapshot Survey Results | Resolving Issues with Unhappy Customers

In the June 2019 Snapshot Survey, we asked contractors how they resolve issues with unhappy customers. Here's one survey question and its results from the summary report, which is now available in its entirety to EGIA members.

Question: What is your most commonly received customer complaint?

Even though we do our best to provide great service, there will be times customers are not fully satisfied. 38% of contractors who took our survey reported that service complaints are the most commonly received customer complaints, followed by scheduling issues at 24%. One notable response within the "Other" category (19%) was complaints based on pricing of goods and services. Sales expert, Weldon Long, suggests communicating the value of your goods and services to customers to justify the price. For more information on how to overcome the price objection, watch this clip from Cracking the Code.

Here's just a piece of what Weldon has to say in the clip:

“People fundamentally know that it doesn’t make sense to buy the cheapest of anything. If we have an honest conversation about price early on, we can reduce the chances of price becoming a deal breaker.”

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For a deep dive into customer service and related topics, access training materials, recommendations and education pieces in the Contracting Best Practices Library, available in your EGIA Member Dashboard.

EGIA Snapshot Survey - Resolving Issues with Unhappy Customers