Women Love Customer Service

“We Love Our Customer’s” should be every business owner’s slogan.   Remember without customers no one can stay in business, so why do so many companies treat their customers, as if they had a million more where that came from?  Customer service is a continual loop and should never stop.

I hired a roofing company where the salesman was all smiles while we were in the bidding process, but as soon as I signed the contract and gave him a deposit, the customer service stopped.  He never called me again, even though he promised to call me back to advise when they would start my project.  He only reacted when I threatened to cancel my contract and get my money back.  Remember, Women get more annoyed than men with aspects of bad customer service.

I share this story only to get the point across that for women, Customer Service is the most important reason women buy from you, call you back and refer you to all their friends or co-workers.   This roofing company did a great roofing job after three weeks of prodding, but do you think I will refer them? Probably not!!!   Remember to “Walk the talk” service starts with the first few seconds of the first contact.  When it comes to certain aspects of customer service women get frustrated at higher percentages than men, whether it’s over the phone or in person.

For a lasting good impression.  Remember to greet your customers warmly.  Start phone contacts with:  “ABC Painting  Company, How may I help you?” and end with “Thank you for calling ?” .  Tell them your name so the interaction remains friendly.   Remember we all take our business where we feel welcomed and appreciated

Smile every time you greet customers even when you answer the phone.  Sounding positive and upbeat over the phone is the same as a smile in person.  Do not leave any female client on hold longer than one minute without reconnecting.   If you have to call them back, then do so right away.  Give the female client or a prospective client a 100% of your attention.  Do paperwork and your e-mails on your time rather than hers.

Develop a habit of looking each customer in the eye during any face-to-face conversations.  Maintaining eye contact helps you focus on what the customer is saying especially when talking to a woman.  It shows them you’re interested in what they have to say.  Practice this with a friend if you are not comfortable with eye contact because it is so important in making a sale with most women.

When meeting in person, if a woman introduces herself using her first name, then remember it and use it during the sales process.  Make sure you pronounce it correctly and don’t be afraid to ask again if you don’t remember it.  Women don’t mind being asked, but they do mind when you pronounce it wrong.    The name Sally can be spelled a couple of ways.  Make a notation in your files if their name is a tough one.   Make sure your crew leader knows how to pronounce it also.  Remember – “A person’s name is to him or her the sweetest and most important sound in any language.” -Dale Carnegie

Talk less listen more.  Remember their needs are your most important concern and if you aren’t a good listener you may not hear what they want.  Men tend to think women ramble on, but the message is there, if you are really listening for it.   Pay attention to body language and watch for specific tones and stance.  Watch out for things that disturb you about a client and adjust your attitude accordingly.

Don’t be a robot.  Personalize your delivery by putting in a little of yourself into it.  Always read back important details and/or information to make sure you wrote it down correctly.  If you make a mistake admit it, fix it, and move on.  Woman clients don’t expect you to be perfect, but they do expect you to be honest, so make it right for them.  Keep your promises because if you fail to deliver they will remember.  Never tell a client what you can’t do unless you follow it up with what you can do for them.  Stay away from making excuses or over explaining.   If you don’t know the answer, say so.  Eliminate the negatives and remember, woman clients don’t like last minute surprises so tell them immediately, if there are delays.  You usually can’t communicate enough with women.   Men tend to assume way too much and this will irritate and frustrate a woman client.  Keep her informed on a regular basis.

Give every customer your very best service, be on time, on task and remember they may not always be right, but they are paying for the right to be treated fairly.  Finally, always thank the customer for their business.  Tell them how much you appreciate that they chose your company and that you stand behind your work.  Make sure you invite them back, “Please give us a call again.”  You will be amazed on how many will say, “I will” and then do.

If a women client is upset or angry, don’t talk or interrupt, don’t be defensive and always allow her the time to vent.   Make sure you quickly apologize for the misunderstanding and ask what she would like done to correct the problem.  Women want to be involved in the solution, so let them help.

Please don’t overwhelm women with jargon and always assume she does understand until she tells you otherwise.  Remember 90% of all home improvement decisions are made by women so by following these basic customer service guidelines you can turn all your female clients into raving fans.

Treat customers as if you were the customer!!”   Joel Marks

By Darylene Dennon, Solid Energy, Inc,    —–    Printed in the Spring 2012 Issue of American Painting Contractor Magazine for Professional Women in Painting Forum of the Painting and Decorating Contractors of America (PDCA)


Who am I?

I am your consent companion.  I am your greatest helper or heaviest burden.  I will push you onward or drag you down to failure.  I am completely at your command.

Half of the things you do you might as well turn over to me and I will do them-quickly and correctly.

I am easily managed-you must be firm with me.  Show me exactly how you want something done and after a few lessons, I will do it automatically.

I am the servant of great people, and alas, of all failures as well.  Those who are great, I have made great.  Those who are failures, I have made failures.

I am not a machine though I work with the precision of a machine plus the intelligence of a person.

You may run me for profit or run me for ruin – it makes no difference to me.

Take me, train me, be firm with me, and I will place the world at your feet.

Be easy with me and I will destroy you.

Who am I?   I am Habit.

March is Women’s History Month!!!



Picking colors is the one of the hardest thing for our clients to do.  Making the decision to paint is an easy one.  The exterior has to be painted to protect it from dry rot, damage to the siding, deck & porch surfaces.  Without a seal coat of paint the damage would occur sooner.

The house colors fade over time due to exposure to UV rays It tend to chalk and lose its original tint.   After the paint has lost it’s original tint which is the barrier of protection between the sun and the house surface, the siding is next to start failing.  This can take 8-10 years depending on conditions and the quality of the last painting application.   It is like your own skin, putting sunscreen on regularily will protect your skin from aging or getting cancer.

The interior doesn’t have to be painted, but sun exposed walls will tend to fade as well.  Wear and tear plus dust can make your interior ceilings and walls appear dull.  If your woodwork has been painted with an oil based product prior it will tend to yellow over the years looking dingy and dull.  Ceilings collect dust and dirt as well so appear to look dirty.

Painting the interior walls and ceilings can put that fresh and clean look back into the house.

Now back to picking colors Exterior colors should have curb appeal.  Curb appeal is when someone is walking by your house, they get a feeling there is someone they like about your house.  Curb appeal is subliminal and should provide a “Wow” factor to the viewer.   No color is wrong, but for outside painting surfaces it is wise to keep it simple for the Body color,  inspiring for the trim color and the front door color should be more dramatic.  That is the magic combo for curb appeal.  If you like pink or blue please reserve those colors for the interior painting projects.

If you plan to do it yourself then remember to do your homework and look around many neighborhoods with houses that are the same style and era as yours & see the combinations.  Find a couple you like.  Please don’t paint your house the same color as you neighbors.  Be unique and maintain your own curb appeal.    Remember a good quality paint job should last 8-10 years and that is why it is very important to pick colors you like and can live with for awhile.

Picking colors to be continued in my next blog….. stay tuned.