Outline
KickStart: Before leaving give your residential customer a quick walk-through while explaining any possible “areas of concern”.
Discover Customer Complaints Before They Explode
Your company has finished another great job… CONGRATULATIONS!👍 The client loves your crew and it’s time to head to the next job. Right? NO… wrong!
Instead, invest a few proactive minutes to show your customer “The good, the bad and the ugly” of how the job turned out. “The ugly, Steve?” Yep, you’ll clearly explain the “WHY” of a not-quite-perfect job. (You’ve already pre-oriented the homeowner on the “1) WHO, 2) WHAT and 3) WHEN”.) Here’s why…
When your client discovers a problem YOU will “own it”!😥 But if you show the homeowner the “concern” and explain why it isn’t perfect it becomes THEIR problem!
NOTE: Normally when something is less than perfect it is best to show it to the client right away. (Or even better if you’ve pre-qualified the issue before starting the job.) My suggested after-job Proactive Tour is to just review the project and display your “attitude of care and concern”.
Here’s a few tips for when you’re finishing up…
Invite: “Mrs. Jones, before I leave could we walk through the job together? And as we go, please point out anything you have questions on.”
1) The Good: It’s OK to tactfully brag. (Just a bit.)🙄 Start your “bragging” by saying, “I’m really pleased with how this turned out…” Or, “This area responded really well…”
2) The Bad: Once again, better to head off any potential complaints while you’re face-to-face with the homeowner. Simply mention, “Mrs. Jones, you’ll notice here that…” and point out a minor issue they likely wouldn’t have even noticed. The result? A more trusting client that (hopefully) won’t feel to need to pore over the job with a magnifying glass later!
3) The Ugly: After covering the good and the bad it’s time to confess your sins with, “Mrs. Jones, this area just didn’t react as well as we had hoped. I’ve tried…” Your goal? For the homeowner to respond with“Charlie, you’ve done all you can and it’s OK!”💖
Before leaving: Mention to the homeowner, “Our office will be reach out to you soon with a Quality Check to verify you’re delighted with our work.”
Takeaways: Investing a few minutes in an after-job Proactive Tour will A) impress your residential clients, B) reduce their Buyer’s Remorse and, C) DRAMATICALLY increase your ⭐⭐⭐⭐⭐ reviews!
RESOURCE: Join me to learn how to easily book jobs in our 3 hour, online SFS: Winning over your caller! LIVE seminar. Click HERE to learn more or register online.
NOTE: In this fast-paced online class you’ll get dozens of ‘Lead Conversion’ scripts to quickly “convert” prospects who contact you by text, email, Facebook, website chat or even… the phone!
Gracefully Reply to a Homeowner’s “Thank You” and They’ll Love You Forever!
KickStart: Flip a home service customer’s “thank you” by reminding them it is YOU who should be grateful to THEM!
I always loved hearing a homeowner’s sincere (sometimes almost worshipful)😲 “Thank you, Steve” as I packed up my tools!
I’m sure your clients are incredibly grateful for you and your service company too! After all, you do great work.👍 But, more importantly you also focus on the homeowner’s emotions! (Remember, a thankful client will be much more likely to leave your business a glowing online review!)
But still, WHO should be grateful to WHOM? After all, your client is paying you… not the other way around! So create yet another Positive Moment of Truth with your residential customer by replying…
“That’s very kind of you, Mrs. Jones. I appreciate it. However, let me remind you that it is WE who should be grateful to YOU! After all, you are our customer so… ‘THANK YOU’!” (Said with a big, sincere smile!)
Optional: Then if appropriate add, “If you really want to thank me just leave an online review about my service on Google or Facebook. I’d be very grateful but either way, I’ve really enjoyed working with you.” NOTE: Don’t be pushy here. Just casually mention the online review and/or in-person referrals with a smile and move on.
Steve’s Warning: Do me (and yourself) a big favor and DO NOT reply, “No problem”! (I hate hearing this flip reply from my “Thank you”!) 😣
Before you say goodbye to the client be sure to do a quick walk-through with them to review what you’ve done. Point out anything that didn’t turn out perfect and explain why. It is much better to create yet another Moment of Truth here instead of the client discovering your boo-boo! (Don’t ask me how I learned this!)🙄
MORE HELP? You’ll learn so much in our different online SFS: LIVE seminars! Plus you’ll implement our concepts easily with our turnkey SFS: ‘Business Infrastructure’! Click HERE to see upcoming classes…💲💲💲
Steve