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


Lauren Pszonak
May 1, 2018
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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.

Pass Along these Points

There's more where that came from.