[northstar]

Do any of you routinely phone clients a few days after a job to check if they are happy with the work / carpets dried ok etc?
I have started doing this and so far get positive comments.
Do you think this is good practice or just making unecessary work?
Mike

[Fresh Clean]

i do keep in contact with my customers, letter reminders etc, & i also operate a free 3 day call back, which obviously would give the custy the opportunity to have me back if theres accidents after the job has been completed, does this fall into the catergaory of after sales care! yes i think it does. i been chewing over though the thought of sending a letter of thanks to the custy, thanking them for using my services. "does anyone do this"? "what response does this generate"? freshi         

[lands]

Don't lie Freshi, your just trying to make friends. I spoke to Jocelyn today and she told me so. Your mob is going to your home no.

Pete

[Mike Osbourne]

On occassion I have popped back where I think it's appropriate. Always gone down well and picked up some extra work too.


Why not send thank you note and a feedback form?

[AquaMagic]

I send a Thankyou letter a few days later along with an address label with our company info on for them to pop in thier address book, i also send 3 vouchers for them to give out to friends.

Dene

[Fresh Clean]

i like the idea of this voucher service that is to be given to the custy's friends, i'm gonna try this myself. freshi

[lands]

Yeah like the voucher idea. Very good. Fresh, shall we knock one up between us (a voucher not some lithuainian bird).

Pete

[ianharper]

Guys

with all our maid service clients they get a call each week, but have not sorted the carpet side out yet. I will say you need some else to do it as it makes it easier for the client to comment. its really hard for them if it the person that did it, and say you worked really hard and the customer see this, but was unhappy with the results. plus you will not react to peoples wild expectations.

respect

ian harper

[Mike Osbourne]

Send a feedback form a week later with a SAE.

The way you ask questions is the key to getting honest feedback.

Tell them it's nice to get praise but you would do me more of a favour if you found 'areas that could be improved.'

What 3 areas do you think I could improve my service and how?

Now if you keep getting the same answers or someone gives you a great idea then fine. But on the whole I ignore these parts of the form.

The main thing is getting a testimonial statement, learning more about your customer, selling them something else and getting them to find you new customers.

Also if you charge on the high side ask if they thought it was expensive when you quoted. And what did they think after the job? Not only very telling, but also excellent to show new prospects before closing.

Tip: Use the ones that say you seemed expensive but after the job thought you were excellent value.