Let’s Get Personal: 3 Ways to Grow Your Customer Relationships


Steve Raines
Co-Founder & Chief Innovation Office
January 17, 2019
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Reaching out to a customer after a job to thank them for the opportunity is more than just good manners — it’s a sure-fire way to build a relationship. Demonstrating that you listen is one of the key ways you’ll earn their respect, trust and, ultimately, their long-term business. Combining these is a powerful way to develop a rapport with your customers, build loyalty and increase referrals.

Here’s how to make it happen.

Seek Out What Makes the Customer Unique

When you’re in the customer’s home, identify a few personal things that stand out. Maybe it’s a pet’s name, or a 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 in which our mailboxes are stuffed with credit card offers and flyers for politicians, a personal letter really stands out. A two- or three-sentence thank you card will leave a lasting impression on a customer. Personalizing it with the information you have collected makes it even 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 Coco, you might add a note with a proposal that says something like, “I know Coco would like me to visit again, so let me know if there is a good time for me to come by.”

Adding details about the individual allows for a friendlier and more personal conversation when a customer calls.

Build the Relationship Across Your Company

Having a system that records information about the history of work allows your scheduler to develop a more personal interaction, and adding details about the individual 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 our friend Coco, the owner’s dog, a tech might show up and say, “Oh, this must be Coco. I’ve been wanting to meet her since we heard about her back at the shop!”

In addition to these methods, it’s also essential to use the right tool for the job. Handwritten notes on a job work fine the first time, but they don’t provide long-term value. You’ll want your 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.

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