When we have an upset customer, who is angry and confused, it can be challenging to get them to talk.
One quick tip we found is to ask non-invasive questions as in, “Hello Mrs. Smith, my name is Sarah and I have come to restore your home. My team is only moments away. Am I parked okay? Or would you rather I pull up to the curb?”
It doesn’t sound like much, but in just those few sentences we have told her a great deal about us and what sort of services she can expect. Sometimes that is all we need.