Keeping the customer satisfied is easy with these seven tips from an expert.
Building a successful business is all about developing strong and positive relationships with clients and consumers. Garry Carroll, of the Australian Cleaning & Restoration Academy, offers seven tips for carpet-cleaning contractors wanting to deliver higher levels of customer satisfaction.
- Start with an awesome phone experience – engage professionally and with great courtesy when initially connecting with prospective customers.
- Offer an interactive quoting experience – send a video outlining what customers will get for their money, rather than just giving a price. Think, too, about adding links to testimonials, a why-to-choose-us guide and any service guarantees.
- Follow up with specific details of the job – provide a rundown for customers on the next steps and use a video to demonstrate the overall cleaning process. Understand, too, that some people will like phone contact, while others will prefer texts, emails or even mail.
- Inform the customer about their role – provide a list of things to do for the customer in advance of the job, and explain what your business will do in terms of picking up objects and moving furniture.
- Send information on the technician – given that a lot of people may worry about who will be turning up at their home for a cleaning job, it makes sense to send background information on the person (such as their family background, relevant qualifications and any additional testimonials from customers).
- Send customers a feedback form – after the job is finished, make sure clients are 100 percent happy with the project through a brief, but formal, feedback mechanism.
- Give them gifts for any feedback, testimonials, or referrals – giving customers movie tickets or other ‘prizes’ for anything they do to help the business is smart. Carroll believes it is especially wise to send customers a small “sorry gift” if the technicians had turned up late for the job. “Even if you were just 10 minutes late, send them a letter with a gift. The gift might be something as simple as a microfibre cloth or something worth $5 to $10, but it shows you care.”
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