How To Grow Customer Relationship, So You Can Grow Your Business


Lauren Pszonak
May 1, 2018
minutes to read

Get to the Point

  1. Be Personal - Handwritten notes, and asking about the customer’s dog can go a long way. Be interested in them, not just their money.
  2. Develop Relationships Across Your Company - Your technician shouldn’t be the only person who interacts with the customer. Your dispatcher can be as kind and excited to talk with them as the technician is.
  3. Use the Right Tools - Make sure your team is equipped to keep the relationship strong even when they only do yearly maintenance.

Reaching out to a customer after a job to thank them for the opportunity is more than just good manners – it's a way to build a relationship. Demonstrating to a customer that you listen is one of the key ways you'll earn their respect, trust, and ultimately their long-term business. Combining these two things is a powerful way to build rapport with your customers and build loyalty and referrals. Here's how.

Seek out what makes the customer unique

When you're in the customer's home, identify a few personal things about the customer that stands out. Maybe it's a pet's name or their favorite sports team, or a funny interaction you had with the homeowner or their kids. Record this information for later. You don't have to make a big show of this – in fact, it's better if you don't. Just continue the job as normal.

Reach out personally

In an era where our mailboxes are stuffed with credit card offers and flyers for politicians, a personal letter really stands out. Even a two or three sentence thank you card will leave a lasting impression on a customer and personalizing it with the information you have collected makes it more impactful.

You can do the same when you send along a quote to the customer. For example, if you've noted the name of the customer's dog is 'Rex', you might add a note with a proposal that says something like “I know Rex would like me to visit again so let me know what is a good time for me to come by."

Build the relationship across your company

Having a system that records information about the history of work allows your schedule to have a more personal interaction with the customer and adding personal details allows for a friendlier and more personal conversation when a customer calls. It also gives other technicians the opportunity to personalize the customer's experience. Going back to the example of Rex, the owner's dog, a tech might show up and say "Oh, this must be Rex. I love dogs and I've been wanting to meet him since we heard about him back at the shop."

Use the right tool for the job

Handwritten notes on a job work fine for this the first time, but don't provide long-term value. You'll want your CSRs and techs to have access to the information, as well. Instead, record the information in the property or customer information section of your field service software. Pointman offers unlimited custom fields for gathering information about your customers, their properties, and jobs you've done for them.

4. Add-On or Upsell Count and Amount

Here, we’re looking at repairs sold beyond the original reason for the call. Every time you enter a customer’s home your techs have the chance to sell value added work, beyond the repair itself. If you’re training your techs to sell add-on products, don’t you want to know who's doing it well, and who may need a training refresher?

5. Agreement Opportunities/Sales

Maintenance agreements are the key to a consistent client base and essential for keeping your team busy during the shoulder seasons. Every time your technician is in the home of a non-member there is an opportunity to sell. Are they delivering? You need to know.

6. Future Opportunities

Are your technicians talking to customers with forced air heat about the improved comfort that comes with a humidifier? How about the benefits of water softeners or whole-house surge protection? If the customer is interested, but not now, you need to be able to follow up on those opportunities.

How much money do you think gets left on the table just by failing to make a follow-up call to reintroduce an offered product or service? Tracking these opportunities can be the secret to putting more of that money in your pocket. These opportunities are the gold dust that’s hiding in your business. With a little work, there’s a lot of money just waiting to be panned for and earned.

7. Replacement Opportunities/Sales

Repairing a capacitor on a 17-year-old condenser, or the pilot on a 12-year old hot water tank? These are opportunities for replacement, and your techs should be offering that as an option along with the repair itself. You can determine what you consider a replacement opportunity in your business. But regardless of the conditions you establish, you want to know which of your techs is making the most of them. 

And if they didn’t sell? See the previous item. You should be setting this as an opportunity for a follow up.

Have any recommendations for additional information you’ve found to be essential? How do you make sure your team shares these details after each visit? We’d love to know — drop us a line here.

Pass Along these Points

There's more where that came from.