Outline
Introduction – Invest Time To Save Time
In the home services world, how you finish a job can matter just as much as how you start it. Proactive service means taking those extra steps to make sure every homeowner feels informed, cared for, and appreciated before you pack up and drive away. By focusing on the final interaction—your “last scene” with the customer—you can prevent complaints, earn glowing reviews, and create long-term raving fans (customer cheerleaders). Give your customers what they want and they’ll keep coming back.
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Proactive VS Reactive Customer Service
I know, you (and your front-line workers) are under a lot of pressure.😲
The phone (hopefully) keeps ringing and every crew needs to “shoehorn in” an extra job or two… every day! So, it’s tempting to bang out this project and ZOOM off to the next Job! Don’t fall into this trap!👎
WARNING! If you don’t focus on your current client A) you’ll likely be returning (more time lost!) on a minor complaint that a Cheerleader would have overlooked, B) this “ignored homeowner” will post a nasty 1-star online review and C) you’ll lose 1,000’s of dollars in “Downstream Income”! Instead…
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Help your customer feel that a) you care about them and their home when you b) give them the “Illusion of Control”! How? Proactive service! You do this by getting their “Permission” at each phase of the job. But wait there’s more…
A Golden Example of Proactive Service
As you (or your employees) are finishing up put the “cherry on top of the ice cream sundae” when you…
Always do a “final walkthrough” with the homeowner! This end-of-job-tour let’s you a) qualify anything that came out “less than perfect”, b) find out if they have any concerns and/or questions and c) sincerely thank your client for their business!
NOTE: Homeowners HATE feeling abandoned and “left hanging out to dry”! (This will come back to haunt you!) Here’s how to avoid a ticked-off customer…
You: “Mrs. Jones, our team is finishing up now. Do you have time for a quick tour of what your finished result?”
Client: “Sure, Bill! Lead the way!”
You: “You’ll notice here…” and now with a touch of pride show the homeowner things that you feel came out well AND items that didn’t respond so well.
PRO TIP: Clients love a service provider that is just a bit fussy, even OCD, about their work product. So during your final walkthrough discover something that isn’t perfect, display proactive service; apologize and touch it up… right in front of the homeowner!👌
Hopefully you qualified any pre-existing issues before you start the work. But NEVER try to hide a problem.
As the old saying goes, “If you show the problem to the client, THEY own it. But if your customer discovers the problem and calls you on it, then YOU own it!” After walking the entire job with the homeowner you’ll be ready to bid them farewell.
Summary – A Proactive Approach Wins Trust
Delivering proactive service isn’t about doing more—it’s about doing what matters most. A simple end-of-job walkthrough, a genuine thank-you, and a little extra care show homeowners that you value their trust. When you consistently wrap up projects with intention, you’ll avoid callbacks, inspire repeat business, and build the kind of loyal customer base every residential service contractor dreams of.