No matter how strong your financial goals, how good your marketing efforts, or how well-trained your technicians, ultimately your customers will determine whether your service business succeeds or fails. If homeowners are happy with the service you offer, they will keep coming back to you, and they’ll tell other people about your company as well. If they’re dissatisfied, you’ll lose not only those customers but the opportunity for others.
I talk a lot about customer service with my CEO Warrior clients. In the electrical, HVAC, or plumbing industries, business owners and their employees are usually very good at what they do. I’ve met lots of service contractors who are genius at diagnosing a problem and fixing that problem, in an efficient, affordable fashion. However, so many times in our industry, contractors and technicians don’t have a great bedside manner – and that can have a negative impact on the customer service.
So, if you want to bring in more customers, help your business make more money, and find more freedom for yourself, you’ve got to go above and beyond in your customer care. Let’s look at some of the things that entails.
Each of your customers knows that he or she isn’t the only person you serve. That being said, everyone wants to feel special. Don’t you enjoy it when you do business with a company and they offer that little bit of personalized service that makes you feel like you really matter? Your own customers appreciate the same thing. That means treating them with warmth and kindness, getting to know them personally, and making it clear that you are there to help them. Surprise them from time to time with special discounts or extra services, as a thanks for their loyalty. Remember that the little things count – show extra effort to meet their needs. After a repair or installation, follow up with a call to make sure everything is working properly and to see if they need anything else. Stay true to your word – deliver on what you offer and don’t try to hide anything from customers.
If you deliver exceptional service to each customer, they will stick with you, and they’re more likely to recommend your services to friends and family. That’s one of the biggest keys to growing your business and taking it to the next level.
But it’s not the only key. In my $28 Million Dollar Fast Track Academy, I talk about all the secrets I used, and still use, to grow my business – and how you can do exactly the same thing. Be sure you sign up so you don’t miss the next one.
Mike Agugliaro, “Business Warrior”
Founder of the $28 Million Dollar Fast Track Academy