KickStart: “A Moment of Truth is any point when your customer (or a prospect) comes into contact with your company AND subliminally forms an opinion.” Steve Toburen
I recently depressed everyone warning about the hidden “customer minefields” just waiting to explode (without warning😰) on every residential job. Doubt me?
Think how often you’ve left a home feeling great about the fantastic job you did. (And the nice wad of cash in your pocket too!)👍
Then that evening you’re shocked to get a complaining phone call, read your customer’s unhappy text or even worse- get bushwhacked with a nasty “surprise” online review!😲
KickStart: “Forewarned, forearmed; to be prepared is half the victory” Miguel Cervantes
“Feelings, Steve? Seriously?” As a rugged, profits-obsessed residential services business owner you likely focus ONLY on your bottom line! (I did too!) After all, who had time for a squishy, hard-to-manage word like, “feelings”?
Few marketing channels are better than email for staying in touch with your customer base. After all, what’s not to love? Email is easy, immediate, VERY targeted and FREE to you!
KickStart: “I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.” Maya Angelou
I know. You’re thinking, “Steve, I’m not marrying my homeowner clients! I don’t care about a ‘relationship’. Honestly? All I want is to a) do the job, b) get paid and c) get on to the next job!”
On Friday afternoon you get the dreaded text: “Steve, I appreciate the opportunity. But I’ve decided to go a different way in my career. Best wishes and I’m very sorry to do this to you. Charlie”