Unhappy Customer Part III
What to do if something is "missing".
If you have been in business for any length of time and
have employees, sooner or later you will get a call that
goes something like this "your man was at my house,
and I had a set of earrings". In our 18 years of
experience there have been a handful of these
situations. In most cases, the client was absolutely
sure that we were the only one in the house, and that
it couldn't have been anyone else. In ALL cases, they
humbly admitted that their valuables were found.
When you get a call like that, listen very closely. Then
say "Mrs. Jones, I will definitely check into this
immediately, but let me assure you that our company
does a thorough background check on all of our
employees. The employee that was at your home (or
business) has been with us for (number of years), and
we haven't had any problems with him. This would be
completely out of his character. You may want to go a
little farther with it.
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Before getting into the tip of the week, let me mention
a couple of things first: 1. ISCT is having their annual
convention in June. The convention offers an
upholstery tour and a tour of the Karastan Rug facility!r
The convention is June 17 - 21 in High Point, NC. Lee
Pemberton, Jeff Bishop, and Ruth Travis will be there.
Should be a great time. To register, call Rhonda Whaley
at 334-702-1984 or 800-949-4728.
2. Also, don't miss the Weekly Teleconferences that I
have coming up with Bridgepoint. I will be sharing the
details of how to find, hire, and keep the best
employees. Complete with question and answer
sessions, we will explore how to do background checks,
how to interview, where to advertise for employees,
proven leadership strategies, etc. I must know a bit
about it since my first employee is still with me after 18
years! Many of the concepts I will share were created
by Bridgepoint which employs 190 productive souls! To
register, call Bridgepoint at 800-658-5314 or email me
at firstname.lastname@example.org and I will get you set up.
That darn ghost again!
Recently, I got a very personal call from one of our
clients. She would not tell my staff what the call was in
regard to. When I called her back, I learned that one of
our in-home consultants had been to her home. She
started off by saying that she did not realize that we
were scheduled to come out. She was at work, and
allowed us to go into the home with her son at home.
So, she was already a bit put out that in her mind, we
were not scheduled to be there. She went on to tell me
that in the very area that we inspected, a pair of
diamond earrings were missing.
I listened very carefully. I asked her a
few "clarification" questions. In other words "Okay, so
you didn't realize that you were booked that day" She
responds. "Okay, and you were at work?" "Okay, and
your son was there?" So, I reviewed the entire
situation, step by step before even talking about the
earrings. "And the earrings were where?" After getting
all of the information and listening very carefully (never
interrupt and say "Oh that couldn't be my guys!!").
Listen very carefully. Re-phrase and confirm each and
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After realizing my concern, she began second guessing
herself, "I'm not saying that your guy did it"
Once she had said everything she wanted to say, I
said "Ms. Lee, that was _________ that was at your
home. Not only does our company do thorough
background checks on every person we hire, ________
has been with us for about 4 years. This would be
completely out of his character. In fact, his wife and
his son both work for our company and they are
personal friends of mine. I know other people that know
them as well. We know the personal side of their life
very intimately, so this would be totally out of
character, but let me do this - let me talk with
________ to see if there is anything he saw that may
give us any insight."
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Approaching Your Employee
I called my guy and asked him about his visit and
anything that he saw. Never accuse your people. Just
ask what they observed while there. I asked what his
impression of the son was, etc. After talking with my
guy, I called the client back and said "Ms. Lee, I talked
with my guy, and he didn't see anything that would
give us any clues. Would you please let us know if
there is anything else we can do. If you find your
earrings, please let us know." About two weeks later
she called to let us know that she found her earrings
and booked the job with us.
A few years ago, we had a client that filed a police
report on some things that were missing, and only
because our guys were among many of the service
people in that home, the undercover officers came to
interview my guys. After the interview, they said "we
know that you guys didn't have anything to do with it
because of the body language that your guys are
displaying. We have been doing this for many years,
and can tell when someone has something to hide.
These guys are clean as a whistle!
So, if you are accused, don't get defensive, simply
listen carefully, promise to talk to the parties involved,
respond quickly, and invite any future feedback.
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Criminal Background Checks
If you have employees, you should be doing criminal
background checks. It is also important to make sure
you are doing them right. Just calling the county clerks
office is not enough - especially if they have lived out
of the county. Even though some counties cooperate,
there are many holes. Hire a professional to do it for
you. They have access to many other databases that
the county doesn't use. Plus, they know the right
questions to ask. Many of them will also do a credit
check and a drivers license check. Be sure to get
permission from your prospective employee in writing
before doing the check.
To find out more -click here- »