Create Small Business Success - Quality Service Pros Blog

Create Small Business Success

Quality Service Pros Blog

Small Business Tip – Wow the Customer

Posted by Jason On January 20th

When it comes to your customer relationship how are you wowing your customer?

From the moment your staff answers that first initial phone call, to the follow up after the job has been completed.

Ask yourself the following five questions:

  1. Would I refer me to a friend?
  2. Would I use my company again?
  3. Did I leave the customer happy?
  4. Did I give more than expected?
  5. How was my follow up?

These questions are critical, when it comes to building your customer relationship.

Here are a few helpful ideas shared from other service professionals:

Ron Rooker from Ron’s Painting, a painting contractor in Ft Myers Florida, says:

“I like to leave something with the customer, my way of saying thank you.

I leave a candle with my logo on it, whenever the homeowner lights it up not only does it make the home smell better, it becomes a topic of conversation: think about it if you were having a cocktail party burning one of these great smelling candles and someone asks where did you get that candle it smells terrific?

The response will be something like ‘you wouldn’t believe it my painter gave that to us after he finished painting our home…

Not bad publicity, huh?'”

A local roofing Company in Naples Florida says:

“When we finish a roof in a neighborhood – we like to put on a small block party, it’s our way of saying sorry about the mess we caused and any disturbances you’ve experienced over the last couple weeks.”

What a great way to get your name around the neighborhood in a positive way!

You would most likely have your client acting as a cheerleader for your company telling everyone how wonderful you are… and as you probably know, there’s no better person to spread the word than a satisfied customer.

Coastline Window & Pressure Cleaning in Fort Myers Florida says:

“Whenever we go out to any job we take detailed notes on not only the job but notes on discussions we have with our client.

For example, while cleaning windows on a residential home in Naples Florida the homeowner revealed that they were having their daughter’s wedding in the back yard by the pool this weekend, and wanted to make sure the windows were cleaned and the home looked great for the wedding.

What we did with this information was important — think how good it made the homeowner feel when we followed up on the job with a letter saying hope the wedding was wonderful, and we were so happy to have some part of this great day….”

This is how long-lasting relationships are formed and you probably know that with those types of relationships – repeat business is sure to follow.

If you have any stories or tips you would like to share please add a comment below!

Thank you,

– Jason

2 Responses

  1. Jeff Evers Says:

    I really enjoyed reading the stories of how small businesses have put forth an effort to establish a relationship with their customers.

    In the past, I have done many things that customers have come to love about my window and pressure cleaning business. One small and inexpensive thing that I did was have all my company vehicles equipped with dog treats. When my employees would pull up to a customers home, the dog would always be the first one to greet us. Most of our customers are on a repeat schedule, and the dog would begin to remember who we were and that we had treats for them. Many customers would tell us that they knew we were there even before we rang the bell, based on the fact that the dog would go crazy and run around the house with excitement. Not only did the dog like this, but so did the customer. People love to see their children, pets, and neighbors happy. I hope to see more stories on your blog, much deserved success to all of you.

    Posted on January 25th, 2010 at 5:10 pm

  2. Jason Says:

    Jeff,

    Thank you for sharing that wonderful tip! You couldn’t be more right, get the dog as your friend and have a customer for life! I can’t wait to start sending my trucks out with dog treats… thank you for sharing 🙂

    Posted on January 26th, 2010 at 1:39 pm