KickStart: Convert an angry residential client into a Cheerleader by 1) saying “Thank you”, 2) apologizing, and 3) reassuring them. Shocked? Then read on…
You’ve started making the Immediate Quality Check Calls I recently suggested? I’m honored! (And always a bit surprised when clients actually implement what I recommend!) But wait!
UH-OH! You’ve dug up an unhappy customer.😲 However, instead of panicking I want you first to say…
KickStart: Want more reviews? Mention how important their online review is to the employee who worked in the customer’s home.
Let me be clear. I am NOT a ‘marketing guru’! Why not? Because the constant, frenetic changes in online marketing make my head hurt!😲 But I do know a bit about ‘Timeless Concepts’ (this phrase IS part of my tag line, after all!) in business.
Hands down, marketing’s most ‘Timeless Concept’ is ‘word of mouth’ advertising. But NOW it can be supercharged with ‘Today’s Tools’! (Darn it- how did the second half of my tag line sneak in here?)😁
KickStart: When booking their work give your residential customer options on how you should contact them.
All of us (including you, me AND your residential clients) are more stressed (and OUT of control) than ever before!😲 This is why you must help your customers FEEL ‘in control’. (Including on their first nervous phone call inquiring about your services.)
But remember, no customer wants to completely control your work on their home. If they did, the home owner wouldn’t be calling your company. They’d just do the work themselves!
KickStart: Calm (and win over) nervous home owners by helping them feel ‘in control’.
“OK, Steve, with the pandemic I totally get respecting our customer’s Personal Space! But what’s up with this ‘Emotional Space’ stuff?”
I understand your confusion! However, two Core Principles of Service Engineering are:
KickStart: Set up routine procedures to avoid intruding on a home owner’s Personal Space.
Most people try and keep a ‘physical bubble’ (personal space) around themselves. (As Jerry Seinfeld reminded us, nobody likes a ‘close talker’!) And of course with the pandemic’s constant drum beat of ‘social distancing’ this personal space is even more essential!
Now, you and I instinctively factor in other’s personal space. Heck, I didn’t want my clients getting ‘too close’ to me either! But do your front-line workers in customer’s homes respect your client’s personal space? Who cares? You should and here’s why!
KickStart: Impress prospective clients when all your employees (including YOU) drive with ‘Proactive Courtesy’!
A successful Home Services Pro lives by two Core Concepts: 1) They obsess over ‘differentiating’ their small service business from the competition. And 2) Residential Pros know their service workers are ‘on stage’ all the time. (Not just when on-site in client’s homes.)
Build your small service company around these two Core Concepts and you (and your key employees) WILL retire happy, fulfilled and… wealthy!💲💲💲 Let’s focus on one of the most ‘publicly visible’ stages out there by…
KickStart: For the (very few) previous clients who balk at rebooking due to your higher prices use Steve’s ‘Feel-Felt-Found’ Objection Buster Reply!💲💲💲
I feel like a proud parent! After all my exhortations you actually raised your prices!👍👍 CONGRATULATIONS! (You deserve it!)
Now (hopefully) you are following my 3 step sequence to rebook past customers after a price increase. Since most customers don’t even remember what they paid last time most will just automatically schedule with you again. However…
KickStart: ‘Focus on the pain’ of a first time caller and you’ll dramatically increase your ‘booking ratio’!
All business is based on relationships.💖 But even more so for residential service providers. (That would be… YOU!) But the plot thickens with my ‘80% Principle’…
80% of how a residential customer decides if you did a ‘good job’ or a ‘bad job’ is based on how they FEEL about the people involved in the transaction!😍
Your challenge? This all-important relationship with a new prospect ‘just calling around’ (searching for a home service professional) will struggle right from the git-go! Here’s why…