has been my experience that our customers really appreciate some of the
smaller, easy and inexpensive things that we do . . . things that keep
them coming back to us for different services.
work hard at keeping in touch with our customers, past, present and
future. Once a job has been booked, whether it is residential pressure
washing or a restaurant kitchen exhaust system cleaning, I make a point
to follow up in several ways. First, I always call every customer the
day before a job is scheduled to confirm what we are going to be doing,
when we'll be there, and how long we expect it to take. This assures
that the customer hasn't forgotten about the appointment, and will be
ready when we arrive so work can begin immediately. Restaurant owners
especially appreciate this call since they often are very busy and often
forget to mark the date of their cleaning on the calendar.
call my customers after the job is completed to make sure
they are happy with our service. Many people don't like to call if the
work wasn't up to their expectations, so this gives them the opportunity
to share their concerns and in turn for us to address them. This
follow-up call is also a great time to ask for those all important
referrals, and point out the other services our company can provide.
send each customer a "report card" along with a thank-you
letter urging them to candidly rate the work we did for them. This also
ensures that any problem is address and point out any areas in which our
service can be improved.
periodically mail flyers, postcards, and newsletters to our customers as
well but I find that sometimes the little things like a courtesy call to
confirm a job is just the right touch to keep a customer coming back to