4 Lessons About Handling Stressed Customers That I Learned From Being a Mover
People calling certain service companies — such as realtors, pest control or movers — are essentially dialing 911. Likely, they’re facing a crisis that involves one of life’s biggest stressors, ranging from birth to death: marriage, divorce, a new house or job or no house or job.
A recent study on easing anxiety for stressed-out customers looked at “high-emotion services” (home, car or computer repair or airline travel, for example) that elicit intense feelings even before service begins. Researchers found that these types of companies often fail to sufficiently address emotional triggers in their business models.
Service providers make enduring impressions on distressed customers. If you can’t adequately respond to their concerns and feelings, your customers will remember (and share) that your service left them feeling overwhelmed, helpless, neglected or, even worse, frightened.
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