7 Steps to Making Angry Snow Removal Clients Happy Again

No matter how amazing your services are, you’ll eventually reach a point where you’re looking to resolve a situation and make angry snow removal clients happy again.

In most instances, de-escalating a situation with angry snow removal clients is possible and relatively simple by following these easy steps:

• Offer a timely, appropriate response
• Determine whether the situation can be resolved
• Reach a mutual resolution both parties can accept
• Send routine surveys and regularly analyze the results
• Cultivate and nurture relationships with clients to maintain open communication
• Commit your business to offering a 100% satisfaction guarantee for all services

Whether you’re a new or established business, you can make angry snow removal clients happy again using these effective steps.

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1. Provide a Proper Response

By providing a proper response, you can de-escalate the situation to come to an easier mutually-beneficial solution.

Take a look at a few quick tips for the best results:

• Reply within 24 hours or less
• Have someone personally respond in a private message or call
• Remain calm and listen to the client’s concerns to find a resolution

2. Determine Whether the Situation Is Salvageable

If after being sympathetic to the client’s concerns, the client isn’t satisfied with your response, then it’s important to consider whether the situation is salvageable.

Here’s how to determine whether you can salvage the situation:

• Is this a one-time or recurring client?
  • If it’s a one-time client, then the situation might not be worth the extra trouble of salvaging.
• Is the client minimally or optimally profitable?
  • Client’s who are already minimally profitable likely aren’t worth the additional effort in salvaging.
• Have you previously tried resolving the issue?
  • If you’ve previously made one or more separate attempts to resolve the situation, then it’s probably not worth the additional time.

In most cases, you’ll be able to find a reasonably mutually acceptable solution.

However, there will be instances where no reasonable solution can be found. In these rare instances, it’s more than likely time to fire the client.

By the way, did you know you can easily automate these surveys and send them via email or text using Service Autopilot’s automations?

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In Service Autopilot, our automations send emails and texts to:​

Every lead after an estimate is completed

Clients after their property has been serviced​

Remind leads and clients to send you customer feedback​

Update outdated or declined payment information​

Inform them when a service can’t be completed due to unforeseen circumstances (i.e. weather)​

Remind them of maintenance tips (i.e. putting a cover on the outdoor faucet before the winter)​

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3. Find a Reasonable Resolution

If a reasonable solution can be met, then it’s important to discuss with the client the best way in which they expect the situation to be rectified.

For example, here are a few possible solutions to common client problems:

• Provide the client with a discount on a future service or a gift card
• Return to the property to reservice the property at no charge to the client
• Offer a sincere, sympathetic apology with a promise to do better in the future

Once a reasonable solution has been met, remember to contact the client later on to ensure they’re happy with the resolution.

4. Send Routine Surveys

In order to minimize angry snow removal clients, it’s crucial to send routine surveys. After all, surveys are the best indicators of how your snow removal business is performing.

Plus, these surveys don’t have to be overly complex. In fact, you’re more likely to get higher response rates with shorter and more simple surveys.

Keep in mind, you should aim for 5-10 questions per survey.

For example, your surveys can be as asking easy questions like:

1. How would you rate your experience with our snow services?
   1. Extremely satisfied
   2. Satisfied
   3. Neither satisfied nor dissatisfied
   4. Dissatisfied
   5. Extremely dissatisfied
2. How likely are you to recommend our snow removal services to friends and family?
   1. Extremely likely
   2. Likely
   3. Neutral
   4. Unlikely
   5. Extremely unlikely
3. I’m satisfied with the perceived value of my snow removal services in comparison to what I pay.
   1. Extremely satisfied
   2. Satisfied
   3. Neither satisfied nor dissatisfied
   4. Dissatisfied
   5. Extremely dissatisfied
4. What improvements can we make to make your experience better?
   • [insert comment box]
5. Overall, how would you rate our customer service?
   1. Excellent
   2. Good
   3. Neither good nor poor
   4. Poor
   5. Very poor
6. Overall, how would you rate our snow removal services?
   1. Excellent
   2. Good
   3. Neither good nor poor
   4. Poor
   5. Very poor
7. What additional services would you like us to offer that we aren’t currently providing?
   • [insert comment box]

Also, remember to ask different types of questions to make your surveys more dynamic for easier responses. This is the best way to gain the most insightful data.

Plus, with Service Autopilot you can easily track and analyze survey data.

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5. Regularly Set Aside Time to Evaluate Survey Feedback

Remember, surveys can only help your business if you utilize the feedback. In other words, don’t send surveys and then forget about them.

Make it a habit to set aside a specific amount of time each week or month to analyze survey responses. Look for commonalities to pinpoint underlying problems in your business.

Not only will consistent, in-depth survey analysis make your clients feel recognized and valued, but it’ll also help you to establish a reputation for offering the best snow services.

6. Cultivate and Nurture Open Communication With Clients

In addition to sending routine surveys, it’s important to cultivate and nurture open communication with clients outside of these surveys.

For example, here are a few of the many ways you can cultivate and nurture open communication with clients:

• Establish a strong social media presence
• Send holiday and client anniversary cards
• Send gift cards and other rewards for client loyalty
• Develop a nurture email campaign series for clients
• Encourage client feedback in all client communications

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7. Commit to a 100% Satisfaction Guarantee

By making the simple commitment to clients that your snow removal business offers a 100% satisfaction guarantee, you can cultivate strong, long-term relationships with clients.

Plus, including this statement of commitment on all of your marketing materials will go a long way in converting future clients.

Make Angry Snow Removal Clients Happy With Your Services

Both new and established businesses alike will inevitably have angry snow removal clients. However, these simple measures can help your business come to a quick resolution.

In most cases, when you follow these easy steps, you can quickly find a mutual resolution and:

• Establish a reputation for outstanding services
• Keep clients happy with your services in the long-term
• Consistently improve services based on client feedback

At last, you can use these effective steps to make angry snow removal clients happy with your business again so they never want to leave!

Related: How to Get Clients for Snow Removal With 5-Star Reviews

Originally published Dec 6, 2022 7:00 AM