Dealing with angry customers?

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Stay Calm.

Here are some tips for dealing with angry customers:

• Set clear next steps: Communicate how you plan to solve the problem. 

• Make sure they're happy: Ensure the customer is happy with the result.

• Stay calm: Getting angry and yelling back will lead to more problems. 
• Avoid taking things personally: This will help keep the conversation productive and protect your own well-being. 
• Build trust: If you've made a mistake, you can work to repair the relationship. 
• Use positive language: Using negative language can make the situation worse. 
• Apologize: Apologize, even if it's not your fault. 
• Personalize the interaction: Say the customer's name and introduce yourself to create a human connection. 
• Be an active listener: Acknowledge the customer's emotions and try to understand their feelings and motivation. 

Creating a Healthy Cash Flow

By Matthew DeVries

Who couldn’t use more cash during the holiday season?  No matter the season, however, construction companies rely heavily on cash flow to fund their operations.  Cash flow depends on so many variables, but there are a few that you can control.

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