Anyways, whenever this happen to myself, I always used this as a positive and opportunity. I would mention after the customer mentioned that a spot came back, "Mrs. Jones, that's not a negative because it only indicated and confirms that there was an excessive concentration of material spilled. Now, it is in its final stage of bleeding its way to the surface for our complete extraction. Not a problem and we'll see you tomorrow!"
...or, something like that!
Turning a negative into a positive, if handled properly, can make a customer your for a life time.
Great post, Ken!!!!
« Back to index
The JAGUAR MX-2 ETM @ cross-american.com