Three Easy Ways to Make Your Customers Love You


Rachel Lama
Customer Success Manager
February 11, 2019
minutes to read

Get to the Point

  1. Remember Pets’ Names (or Other Fun Facts)
  2. Set Clear Expectations
  3. Follow Up With Happy Checks

When it comes to your customers, all you need is love. OK, it’s not all you need, but the way your customers feel about you is very important. Quite frankly, you should want your customers to love you. Why? Because if they do, it means you’ve provided them with a world-class experience. It also means they are more likely to refer you to a friend, and call you for future work.

Here are three easy ways to earn their love.

Remember Names: Everybody loves their pet. It isn’t hard to make a quick note of the dog, cat, gerbil or parrot’s name. Some  customers don’t have pets (bless their hearts) but you can still have casual conversations about something they’re passionate about. Making a quick note of things they care about proves you care about them!

Set Clear Expectations: Respect is a huge piece of forming healthy relationships with your customers. At every step, the customer is worried about their home feeling comfortable, as well as the cost. Here are five things that will keep your customers on the same page as you.

  • Provide a small window of arrival, and tell the customer exactly who is coming.
  • While managing pricing expectations over the phone is difficult, consider saying something like, “The last 10 similar jobs averaged about $XYZ, but we won’t be able to give a true estimate until we have someone on site.”
  • Tell how long the homeowner should expect the job to take, so he or she can better plan their day.
  • Whenever an expectation changes, a little update goes a long way. If it’s a multi-day project, let the homeowner know what you’ve done before you leave each day.
  • Managing expectations after you leave is important, too, so offer a helpful tip like, “A loud noise when it starts up is fine, but if there is a clanging sound make sure to call us.”

Follow Up With Happy Checks: At least 24 hours after you complete a service at a customer’s home, give them a call to make sure they were satisfied with the service. This is a great way to find out how the homeowner is feeling — and how likely they are to use you again.

These three steps can change a transaction of service into a memorably positive experience. When your customer feels safe, comfortable and informed, they will want to continue working with you for any future jobs.

Looking for more help? Pointman PACT can help. Pointman’s mission is to make people love their contractors by helping its members create truly world-class experiences for their clients. PACT makes that mission a reality — and we can show you how.

Look at Pricing

The start of the year is a great time to look at pricing. Usually, you have an idea of how your company fared the year prior, and you want to ensure you will continue to grow in the months to come. Many of us make New Year’s resolutions with respect to spending or saving in our personal lives, and it’s no different for business owners. Making sure your pricing is in line with where it should be is one of the strongest ways to start the year the right way.

Part of looking at your price book is finding where the issues are, and that can take time. An HVAC company in January is going to be very busy, so it’s a difficult time for a close look. However, a plumbing company might not be as busy. Whenever you tackle this job, your best bet is to look at what your labor rates are. Start there, and let it trickle down across the board. Ask yourself, “Are my labor rates helping my business stay profitable?”

Remember, there are many different services out there and many different groups or communities that you can engage. Never hesitate to say, “Hey, I’m a business owner in Florida. What should my labor rates be?” You can build your price from there. There are also some great billable hour calculators available.

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.

Pass Along these Points

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