Outline
Introduction – Last Impressions Lead To Repeat Business
Before you pack up your tools and head to the next job, there’s one last crucial step you can’t skip—the final inspection. Taking a few extra minutes to walk your customer through the completed work not only builds trust but also prevents surprises later. This quick, proactive review shows professionalism, resolves small issues before they become big ones, and leaves your client feeling completely satisfied with your service.
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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 final inspection tips as the service call is nearing completion…
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!
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Reply Gracefully To Customer’s “Thank You”
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”!) 😣
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Summary – Elegantly Finish The Service Call
A thorough final inspection is one of the most powerful habits you can develop in your home service business. It helps you discover potential issues before your customers do, turns minor imperfections into trust-building conversations, and leaves clients with a positive final impression. When you finish every job with care, gratitude, and a confident walkthrough, you’ll earn stronger relationships, better reviews, and repeat business for years to come.