Columnists, NBSRA, V5I6

What Drives Your Negative Customer Experiences?

Think back for a moment on a time when something didn’t go the way you planned. In business and in life, any curve ball can completely alter the experience of a situation. 

It is the goal of all businesses to satisfy their customers. After all, without customers, a business has no reason to exist. Of course, companies are not purposely engaging in poor customer experiences, rather they are the result of things not going the way we plan. 

When it comes to RTO in the shed industry, what the company plans to experience and what the customer plans to experience both may turn out much differently than expected. This can be for many reasons; however, some of the most common are simply unclear expectations and out-of-date contract information. 


Unclear expectations between the manufacturer and the RTO provider can cause extreme headaches in the long run. It is always best to gather all the facts and then create clarity surrounding each party’s expectations to avoid misunderstandings. 

The same is true for the relationship between salesperson and customer. It is the responsibility of the salesperson to build a level of trust and transparency with the customer so they can adequately explain the RTO process and contract with confidence that they are doing what is in the best interest of the customer. 


So, you have a well-trained staff and sales team? Great! Now let’s dive into the importance of accurate and up-to-date contracts. Even the most eloquently spoken and friendly demeanor salesperson can find themselves in the middle of a sticky situation if the data they are working with is out of date.

When was the last time your RTO provider updated their contracts? Legislation surrounding the RTO industry is constantly evolving, not to mention that each state may have its own set of requirements when it comes to the language that is used within the contract. 

The exact details must be clearly defined within the contract, as well as what are acceptable fees allowed by each state. Many may not know that some states within the United States do not even allow for RTO contracts.

It is always a good business practice for the RTO provider to have legal counsel look over the contracts periodically to ensure they are still compliant within the legal standards of each state. 

Don’t wait until a situation turns particularly ugly with a customer before these topics are discussed. Be proactive and stay abreast of the changing laws to ensure your customers have the absolute best experience with your product and your RTO partnership.

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