The other day I called a local independent bicycle mechanic to inquire about getting my son’s new-old bike repaired. His response surprised me … but maybe it shouldn’t have.
Previously I bought a used bike from this one-man neighborhood business and was happy with it. When I needed another bike, I went back hoping to do business with him again. When he couldn’t turn up a nice used bike — and expressed little hope at finding what I wanted anytime soon — I bought one from a private seller through a local classified ad.
Still wanting to give the neighborhood bike guy my business, I called to ask if he would replace a broken part on the mountain bike. Even though bike repair is his occupation, he resisted my request. He was dismayed that I would buy a bike with a problem elsewhere, then bring it to him to replace a part.
He explained that online bike sellers offering low-priced used bicycles were eating into his livelihood. He expressed surprise that folks would buy and sell bikes that weren’t in perfect running order. He was almost incredulous that I would ask him to repair the bike.
MISSED OPPORTUNITY
Rather than earn another $70 or $80 to slap on the new part — or offer to perform a full tune-up of this bike for $120 — he let his feelings about others selling cheap bikes separate him from added revenue. And ironically, if he had a used bike to sell to me, it would have cost about the same as the repair work.
Does this story sound familiar? Do you let your feelings about low-ball contractors — competitors who provide shoddy customer service at a reduced price — cloud your view of the portable sanitation marketplace? When approached by a customer who’s hired these companies in the past, do your frustrations spill out in conversation?
If the answer is yes, you might not want to hear this message: You’re just as guilty of poor customer service as the competitor who lets a tank overflow at the county fair.
When I was growing up, my father always told me, “If you don’t have anything good to say, don’t say anything at all.’’ This advice was directed at a smart aleck kid, but it serves the small business owner just as well.
Let’s look at a common scenario you might encounter in dealing with special event customers. Last summer, organizers of a weekend event you’ve served well for six years gave the contract to an upstart restroom company that was charging $10 per unit less. Then, unhappy with the new company’s lackluster service, the event planners came back this year looking for another bid.
Your first instinct might be to at least poke them about their poor decision last year. You want to be tactful about it, but you feel like a gentle “I told you so’’ comment is warranted, at least so they aren’t so fast to toss you aside the next time a low-price company comes calling.
Resist the urge! Bringing up the misstep from the past is not going to strengthen your relationship with this customer. It’s delusional to think your blunt assessment of this situation will help build greater trust between you and the person or committee that hires restroom services.
KEEP ON THE SUNNY SIDE
It simply doesn’t matter that you know your job better than the client does. The old adage is, “The customer’s always right.’’ And it’s true. The sooner a small business owner comes to understand this one piece of sage advice, the sooner he or she can stop being tortured by unfair treatment and start making more money.
Sometimes a contractor we feature in PRO says his or her philosophy for success is “always say yes.’’ And this is not a qualifed “yes’’ that comes after they’ve browbeaten the customer for going to another service provider. These contractors recognize that misdeeds of the past are water under the bridge, and what waits before them now is an opportunity to add revenue.
I’m not saying that I always recognize and seize opportunities as they appear. There have been days when I’ve grudgingly helped a customer after a difference of an opinion. But if I could step back from the situation, I would realize that lingering ill feelings do nothing to satisfy the customer.
Portable sanitation companies — like many small businesses today — are always on the lookout for growth through diversification. You might explore expanding into grease trap service, providing trash containers or party tents, for example. But, perhaps, new revenue streams can be created by being open to customers who are less than satisfied with other service providers.
Look at your “dead customer’’ list and see if there is a way you can recapture some business taken away by low-ball competitors. That may mean being willing and eager to clean up some messes left by others … and adopting a more upbeat customer service attitude.
PEDALING AWAY
That brings us full circle to my son’s broken bike. Had the repairman squelched his ill feelings about cut-rate competition and offered me a solution to my problem, I would have gladly hired him to fix the bike. But when he pushed his woe-is-me attitude onto me, I started pedaling the other way and am not likely to pedal back when I need service in the future.
