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Unhappy customers have a tendency to be loud and demanding, whether it’s on the phone with your customer service department or online through Yelp, Facebook, or Google. Because negative reviews can potentially hurt your business, it can be difficult to know exactly how to handle customer complaints in a way that’s beneficial to both parties. This week, an HVAC contractor from Alabama asks the experts:

How should we handle customer complaints? Should we justify our actions to them or give them what they are asking for (refund, upgrade, etc.)

EGIA’s faculty member Gary Elekes (Founder of EPC Training and iMarket Solutions) gives his expert advice on how to systematically approach customer complaints in a way that protects your contracting company and turns an unhappy customer into a raving fan.

EGIA members can access the full archive of Ask the Expert recordings by logging in to their member dashboard.