Create Small Business Success - Quality Service Pros Blog

Create Small Business Success

Quality Service Pros Blog

As business owners we often find ourselves wearing many hats during our daily routine. We might spend some time dealing with a disgruntled employee or discussing our latest accounts receivables with the bookkeeper. Sometimes it’s going over our spending budget or planning next quarter’s sales goals, whatever the case may be we certainly have our hands full.

I know that you at times, much like me, feel overwhelmed and don’t need another thing added to your ever growing “To Do” list. However, I recently learned that I was overlooking a very important part of my business – The Follow Up Phone Call.

A few weeks ago, my wife had Captain Steamer Carpet Cleaning  over to our home in Fort Myers Florida cleaning the carpets and the upholstery for one of our couches. As usual, they did a terrific job erasing the signs of  my children and dog from the house! The gentleman they had representing their company was on time, kind, neat and courteous. He also had a real passion for what he was doing with a focus on making sure my wife was totally satisfied with the work he did (which is always a plus).

A few days had passed and as I walked in from work my wife said: “I had a really nice phone call today from that Kyle guy. You know the owner of Captain Steamer.” Apparently, Kyle had just called to follow up and make sure the job was done to her satisfaction. “What a thoughtful thing to do.” she said and then she proceeded to ask me: “Are we, by chance, doing that with our window cleaning business?” I paused for a second and softly replied “No”. “Well why not?” she asked with her hands on her hips and that all too familiar serious look. You know the one… with the tilted head and raised eyebrow? I was a bit embarrassed as I replied: “Because I’m afraid of what my customers might say…”.  As hard as that is for me to admit, it’s true. But if the main focus of this blog is to create small business success and it is, than I feel I need to share that in all honesty.

After taking some time to ponder my fear I realized that some things are just out of my control and mistakes will always happen but leaving them in the dark isn’t really the answer. When we find the courage to pick up the phone and follow up with our clients we are giving ourselves the opportunity to find out how we’re really doing out there in the field and beyond our reach. With knowledge comes power and this means we can then fix anything that didn’t go as planned. We actually take control of our business relationships when we take the necessary steps make each and every one of our clients happy. This reminds me… happy clients are very likely to refer us new business!

You know, I think it was the fact that I was afraid to follow up that made me realize I had to immediately start doing it. Face the fear and do it anyways I reminded myself. Deep down I know I have a good team of employees working with me, so why the fear? I changed my perspective on things and as I dialed I expected from my customers nothing but glowing remarks, just like Kyle had received about the carpet cleaning they did for us.

So think about it, are you afraid of the unknown? Are you nervous about making that phone call? Are you worried about what the customer on the other end of the line will say? Well remember that you can’t fix what you don’t know about and that the old saying really is true… 99% of what we fear never really happens.

I would like to say thank you to Kyle for following up with us. Kyle, it’s because of you that today I’m following up after jobs and I’m inspiring others to do the same.

Talk about paying it forward…

1 Response

  1. Nancy Sustersic Says:

    Great article!
    Thanks for sharing your thoughts and fears. I know we sometimes do the same…”what if they didn’t like the product we sold them?” So just hope they do and keep enjoying it.

    I’m a huge believer also in sending a thank you postcard. Folks dig that!

    Have a superb day,
    Nancy
    The CEO of Fun!

    Posted on August 31st, 2010 at 7:56 am