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The Cleaning Professor

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Skill is not Enough

10/8/2013

2 Comments

 
How do you make customers happy so they keep calling again and again — faithfully?

It is simple, most would say. Do the best job you can. Develop skills that surpass your competition and people will talk about you and you will get tons of jobs.

Here is the problem: Doing good work is not good enough. When you do a good job, whether it is cleaning or restoration, you are doing what the customer expects.

Take, for example, what is usually the first question asked when they contact your company. Most likely, “How much do you charge?” Does anyone ask you, “Do you do good work?”

Sure, some might ask that, but most people expect a carpet cleaning company to get the carpet clean. They expect a water damage restoration company to get the water out and get everything dry.

So when I see a company trying to grow and increase profitability based solely on quality work, I know one thing: It isn’t enough.

Now that I’ve upset you and everyone is mad at Jeff for saying doing good work isn’t enough, let me share with you some ideas that are so simple you may wonder why I’m writing about them. But do me a favor. After reading these few tips, which have absolutely nothing to do with technical skill, analyze your company and really be honest with yourself. Are you doing all of these things as best you can?

Tip #1: Attitude adjustment

It is normal to train your technicians to be friendly, greet the customer, use their name, etc. They are trained to do this from the time the technician knocks on the door to when it is time to collect payment. But when out of sight of management, many return to old habits and their only concern is to get the job done. An attitude of “let’s get out of here” can develop. Customers can sense that.

A high-level, positive attitude should be displayed all the time. It creates an upbeat atmosphere throughout the company. If your team members (employees) aren’t positive and upbeat, you need to rethink your hiring requirements.

Remember, your customers may not remember how fantastic that living room looked after you cleaned it last time. What they will remember is how good you made them feel.

Tip #2: Go beyond what is expected

I’m not talking about cleaning that extra entry mat on your way out the door. If you start doing extras and not charging for them, it is part of the deal the next time you are there. I’m talking about doing something that makes the customer feel really good about the experience, that isn’t part of the “job.”

Think of ways to reward your customers. Is a “Thank-You” card enough? It might be. But what if you were to spend a few dollars for some “Thank You” gifts you send after the job is done… something like a coffee and tea gift basket, or a tea chest, a box of chocolates. The list goes on and on. It doesn’t have to be expensive.

Tip #3: Solve problems

You must create an image — based on truth — that your company is the absolute best resource for your customer base to use to solve any cleaning or restoration problems. I’m not talking about the technical skill necessary to solve problems. I’m talking about caring enough to solve problems. Your customers will sense this.

The only way you can solve their problems is by knowing what they are. Ask about their concerns, and ensure them you are the company to handle it for them.

Customers come in all shapes and sizes. Some are easy to please. Some are impossible to please. You need a system in place to discover exactly what people expect from a problem-solving company, with proper follow-through.

There are so many more simple things you can do to make a difference in how successful your company becomes. Start with the basics and analyze how your company is doing. Your customers will notice — and appreciate it.

2 Comments
Kevin Horton link
4/28/2016 08:39:09 pm

This article has really helped me out big time. I have been cleaning oriental rugs for years. And at one point I started getting really busy and I wondered what the change was. Well the answer is I started following this guide line. And skills are not everything, I knew I was the best on the island but I wasn't following through with going above and beyond for my customers. I expected them to return so they didn't. I had to paint the picture rather then tell them I was the best. I started giving away 1 free rug cleaning every month to my loyal customers. Even though I though I was loosing money I was actually gaining business because they told there friends that I cleaned their rug for free the second time. Be do business with who they like, trust, and know. Once you become all 3 they become customers for life and your business will expand exponentially!

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https://www.resumehelpservices.com/dragonresume-com-review/ link
4/26/2020 06:44:20 pm

When you are offering a manpower service as your business, there are certain points that you need to remember in order for you to gain loyal customers. Different businesses require different strategies, and you may find yourself asking what could be the best strategy that will work on you. Well, above are just some good tips to follow! If I were you, I will take not of everything that I have learned here and make sure to apply and see if it's going to work for my business!

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    Jeff Cross...

    ... is the executive editor of Cleanfax.com and an IICRC-approved instructor. His goal is to help cleaning and restoration technicians to become the best in the industry. He can be reached at (740)973-4236 or by email (click here)

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