We’re neck deep into the spring season, and hopefully you are staying busy. But as business speeds up and your schedule intensifies, don’t underestimate the value of customer service.
Whether superior or sufferable, the customer service that you and your employees deliver has a dramatic impact on your bottom line.
Providing a consistently positive customer experience will help you retain your accounts, and garner new business from referrals.
You can help build customer confidence and satisfaction with these three tips:
1. Communication is Key.
You’ve worked hard to earn the business, so why not spend just a little more effort on keeping it? Keeping your clients informed will help them better visualize the value of your services.
An informed client is a happy client.
- Tune in. In addition to this blog, there are myriad resources out there to help keep you up-to-speed on the landscape and irrigation latest technologies, trends and seasonal considerations. Pick up a Green Industry trade magazine, or sign up for social media alerts on Facebook or Twitter for ideas. Share useful information with your customers as part of your communication efforts.
- Communicate consistently. Send a monthly e-newsletter or seasonal reminders to your clients. Check out services like Mail Chimp, which offers a free basic account.
- Offer an annual client report card. An annual client report card demonstrates the value you provide for their investment, and can be used as a business tool to analyze the profitability of clients. Include service dates and activities, before and after photos of each service (which can be easily taken using smart phones) and an area for recommendations for enhancements or upgrades. Don’t forget to include your name and contact information!
2. Take it Personally.
Today’s business climate
is personal. Building solid relationships and client rapport is a critical factor in your future success. Be genuine. Be organized. Have a plan. Implement your plan consistently.
- Be the detailed observer. Make notes on your client call form about anything distinctive, such as pets, personal interests or unique plants on the property. Show your client you care by referencing this information in your personal touches.
- Make your mark. Create small note cards featuring your company’s branding, contact information, and some space for your service tech or salesperson to jot down notes on the services rendered. Leave these on the front door to keep your customers in the loop.
- Survey the scene. Use a customer survey to analyze client satisfaction, get new ideas or gauge interest for new products or services.
- Celebrate milestones. Send a note of thanks on the anniversary of your customer’s first date of service, and ask if there is anything else you can help them with.
3. Deliver the Goods.
Kick it old school, where a handshake and your word means something. Actions speak louder than words, right?
- Do what you say you are going to do. People like to do business with reliable people. Consistently reliable people earn more business through upgrades, referrals and future projects.
- Build a buffer zone. Include some wiggle room; finishing a project early is better than telling a client the project won’t be completed on time.
- Mistakes happen – so plan for them! Include your crew in the planning process to keep everyone on the same page and help identify potential issues that are often overlooked. If a major mistake occurs, inform your client early, be honest, and let them know what you are doing to resolve the problem.
As Albert Einstein once said, “Try not to become a man of success, but rather try to become a man of value.” At every jobsite, and with every service call, take the time to deliver on your service promise.
The stronger your reputation is, the more positive brand power your business will build. Trust helps you keep clients, and will encourage them to refer your services to others. You can make it happen when you follow these tips.