How Happy Checks and Follow-up Calls Help Ensure Customer Satisfaction

by

Greg Dooley
VP of Customer Success
August 13, 2019
/
3
minutes to read

As online reviews prove every day, doing a good job isn’t enough. And providing your customers with a world-class experience does not end when you leave the job site. There are steps your team should take after the work is done to ensure a homeowner is pleased. 

Two important methods for ensuring customer satisfaction are happy check calls and follow-up calls. Both lead you down the path to more business, referrals and revenue.

Happy Checks

We all know the old adage “no news is good news.” And in this business, it's natural to assume that if a customer isn't calling you, everything is fine. Unfortunately, another equally plausible explanation is that the customer is unhappy — and is calling someone else. 

Never assume anything when it comes to a homeowner’s feelings. Instead, make a “happy check” call.

Happy checks should take place the day the job was completed, but after you have confirmation the technician has left the home. It’s crucial the call gets made right after your staff has been on-site so the customer gives you their most accurate (and hopefully candid) feedback about the experience. 

More than 90% of consumers say online reviews influence their purchase decisions. Learn how to respond to both positive and negative reviews with a free online review management guide.

Why is a happy check so important? Quite simply, it shows that you care — about the job you performed, about the customer’s opinion and about the future relationship you are building. Happy checks, then, put a customer on the path to referrals and, eventually, service agreements. It also might lead to a positive online review.

Follow-up Calls

While many companies perform a happy check to follow up with a customer for work that has just been completed, far fewer take the time and energy to reach out to customers once they consider the job closed. A quick phone call placed two weeks after the work is complete — asking how things are working out — can do wonders. This is true even if the call only goes into someone's voicemail. 

Being the one who starts the conversation demonstrates that you value the customer. It also gives you insight into the whole experience a customer had, not just with the work. For example, a customer who was happy with their interaction with the tech might not have been happy with how they were invoiced. 

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A follow-up call also gives the customer an opportunity to ask questions about the product you installed or the service performed that they didn’t think of during the job visit.

When it comes to following up on a job, communication is key. And calling the homeowners before they have to call you shows you really care. That’s what’s most important. Sure, things can go wrong. But proving that the customer’s satisfaction matters to you goes a long way toward growing your business. 


So how can you keep track of all of this? Pointman is your solution. Our field service management software for residential contractors is supported by business coaching, a team of analysts and a community of peers. That means the software itself will help keep track of who has and has not received happy check and follow-up calls. Plus, your Pointman Success Coach will offer tips for how to handle callbacks and ensure customer satisfaction.

Set Goals

There is no better time of year for looking inward than January. Set your personal goals and company goals for the following 12 months. If you can break those down into departmental goals, even better! Perhaps that means a CSR booking closing rates a little better, or a truck doing 250,000 a year rather than 200,000.

Many companies have found that using an Objectives and Key Results (OKRs) goal-setting system pays off. Looking for a guidebook when it comes to OKRs? Check out Measure What Matters: How Google, Bono, and the Gates Foundation Rock the World with OKRs by John Doerr. 

One key question is the best way to handle setting goals: Is it smarter for business owners to handle this solo, together with staff, or to delegate completely? 

The best approach is to set goals at the department level. As an owner, you need to take the time to understand what the goals are in each department, and make sure they are in line with your goals for the company. No one likes to set unattainable goals for themselves, so make sure you push your departments to set goals that are lofty, rather than simple ones to feel good about hitting. Entrust your staff to aim higher, and watch how they respond.

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