A blueprint for better customer service in the carpet industry

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.

  1. Start with an awesome phone experience – engage professionally and with great courtesy when initially connecting with prospective customers.
  2. 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.
  3. 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.
  4. 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.
  5. 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).
  6. 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.
  7. 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.”

Photo by LinkedIn Sales Solutions on Unsplash

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