I'm often amazed at how many professionals drop the ball, after you've spent money with them. They spend more time, focusing on how to get new customers than on how to make their current and previous customers happy. There are a few things you should consider.
- Getting the job is just the beginning: Even though, we spend a lot of time and money, getting new customers, it is just as important to continue a high level of customer service, after the sale. I can't tell you how many times I've dealt with someone, who was accessible, prior to me spending money, only to have difficulty reaching them, afterwards.
- Thank them: Let them know that you value their business by sending out a hand signed card. The personal touch goes a long way. You can also send a thank you card to someone that refers you.
- Offer some kind of guarantee: Stand behind what you do. Let them know that their satisfaction is your priority. A guarantee will tell them that you will go the extra mile.
- Make it easy for them to call you: You want to let your clients know that they can call, e-mail or message you, with any questions or concerns. Some people may feel funny about calling about a problem they might have. Make sure that you are willing to do whatever it takes to make them happy. You can't fix a problem, if you don't know about it.
- Stay in touch: It doesn't matter how good you are, at what you do. Not everyone will remember you (sorry but it's true). By staying fresh in their mind, you will make sure that you are the first one they think about, when they are in need of what you do. Newsletters, postcards, e-mail and social media, is a great way to stay in front of your customers.
I have made some of the mistakes, mentioned above. I found out from a customer, that they decided to give another carpet cleaner a try because of a spot that had returned, a few days after we cleaned their carpet. I asked why they didn't call me to come back. They said that they didn't want to bother me. I told them to call me, no matter what. I was lucky enough to get this customer back but I may have lost others. From that point on, I made sure to let my customers know that I am willing to do whatever it takes to ensure their satisfaction.