customer relationship

Clearly Defining Your Home Service Client’s Expectations

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KickStart: ‘Clearly defined expectations’ are the basis for all successful relationships.(Including with your homeowner clients.)

This KickStart quote above is a one-size-fits-all principle to guide your business and just maybe… your life!💖 (After all, you have a myriad of ‘ongoing relationships’.) But today, let’s focus on molding your business relationship with each residential customer…

complicated service client relationshipI 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!”

I get it but SORRY! It just doesn’t work that way!👎 To be truly successful in any Home Services business you MUST focus on each homeowner’s relationship with you AND your workers! Here’s why:

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Can you Use a Complaint to ‘Tune Up’ your Home Services Company?

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KickStart: Analyze WHY a complaint/problem occurred and HOW to prevent the issue from happening again.

Normally when I train on my ‘Complaint Conversion’ techniques folks assume we’ll focus on ‘Converting Complainers into Cheerleaders‘. I call this the ‘Triple C’ and it IS very important!

However, when a homeowner complains (hopefully not very often) I suggest a much more important question to ask yourself…

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3 Phrases to Win Over an Unhappy Homeowner!

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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…

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