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So, if we've made the phone ring, and we've done a good job of booking the appointment, we've taken the steps we can take to handle wish number one: more customers. The number of calls vs. the number of people who say, "Yes you can come to my house," is the number of customers you have. So if you want more customers, you need to generate more leads, and do a great job of booking appointments. — TC

Tom Casey is the CEO and co-founder of Climate Partners, Milford, CT, and recently co-founded Dr. Energy Saver, a national home performance contracting franchise. For more information about Climate Partners, visit www.click4climate.com. For more information about Dr. Energy Saver, visit www.drenergysaver.com. Casey can be reached at 203/783-3169, or by e-mail at tjr@climate-partners.com.

Is the Customer Always Right?
by Steve Coscia
Some customers behave badly, and these encounters usually result in a moment of truth. As a customer service professional, a moment of truth occurs when training and preparation are put to the test. It's a situation when rational thinking, a calm demeanor, and a deliberate response must prevail.

Most importantly, you only get one chance to get it right. With even a hint of rolling eyes, snippy retaliation, or apathy, encounters with customers can escalate out of control. Remaining calm isn't easy, but it's achievable with practice and application even in the midst of a personal attack.

What causes some customers to behave so badly? It may be that they've been rewarded in the past for their bad behavior with special treatment or immediate service. These customers have learned the cause and effect relationship between their exaggerated behavior and exclusive accommodation. Some believe that being a customer entitles them to be demanding and condescending. And still others either don't think before they act or they're just plain ignorant.

The likelihood of a mutually satisfying resolution increases if a service professional can maintain good composure, respond appropriately, and show genuine empathy for the customer. However, once the self esteem of a customer is damaged with an inappropriate response, the offended party might become defensive or, worse yet, play the victim, with even more reason to carry on.

The maxim "The customer is always right" unfortunately has confused some service professionals due to an apparent incongruity between one's perception and the reality of a given situation. This uncertainty might give some service professionals cause to focus on and attempt to fix a customer's behavior.

To remedy a customer's objectionable behavior, the service professional must determine its root cause. Conversely, when a customer is in the wrong, it's important for the service professional to contain the situation so it doesn't deteriorate.

Steve Coscia works with companies who are committed to world-class customer service. His videos, books and audio programs have helped thousands of professionals. He can be reached at steve@coscia.com