[chrismroberts]

Hi all,

Does anyone else make a note of customers names, and address them by their names?  Just a thought really. I think it makes for nice, friendly customer service

I thought everyone did, but I've just bought a couple of days work from a friend whos a brilliant w/c, and has been cleaning for years... but hardly knows any of his customers names, and I was really surprised! I think I'll have to rectify that the first time I clean their windows!

Chris

[dai]

Yes I get their names, I just glance at my round card before knocking. I know most of them by heart anyway. My problem is when they approach me in the street. I have to ask them what number house they are etc. It's funny but you always remember the names of the really pretty fit ones don't you? DAI

[mgba_78]

I have name, address and phone numbers for all my accounts but do you think  can remember anyones name, no way, head like a sieve.
Although i can remember a face so when out in town/tesco etc i awlays smile and say hi

Andy

[Jake]

That is a good idea Chris, but a bit of advice..............if you give some nicknames, don't write 'em down............why?.....thats another story!


                                           Regards..............Jake

[julianbiggs]

This sounds sad but I know all my customers names... Ive found it really helps to build a polite professional relationship and now have no worries ringing them up and calling them by their first names...

[windows_chepstow]

I know about 95% of my customers names; from the start I always took them down.  It was only the ones that grabbed me in the street when I was busy or tired that I didn't note down.

I think it's a nice touch and many of my customers have made the effort to remember my name (Ken) and some of them somehow know my nickname (Tosh); which always suprises me when they call me it (they've heard Wor Lass call me it).

I think Tosh sounds a bit yobbish, so to my customers I'm generally known as Ken.

[rosskesava]

I am very thorough with names and I'll always use their name at least once.

I also make a point to remember anything they say about something in their life at the time and mention it the next time I see them.

It creates a bond that, I hope, makes sure that they keep on using us.

Sometimes customers are staggered that I remember what they said months before.

Apart from being good for business, it's a much nicer way to work anyway.

The only drawback is that with some customers, they will then yak away for ages.

[chris@c.m.s]

Sometimes I cant remember who my customers are let alone their  names, several times Ive tried collecting from someone who is house sitting while my customers are away  Went collecting one night and had someone answer the door, told them I'd cleaned the windows the day before expecting payment and was told I'm only feeding their cat. : 

[Paul Coleman]

I have the customers names recorded who pay by cheque and a few others too as this can be useful sometimes.  What I have found over the years though is that it is not a good idea to be too friendly with customers.  If you do, some of them can start taking liberties and it can be hard to say no if you regard them as more than a customer.  I have learned this the hard way, believe me.

[craig jwc]

I'm the same as Shiner about names.

I've had to drop a couple of customers because they started taking the pee with payment.
Got too friendly with them and let it go a couple of times, but it got a bit much.

[Trevor Knight]

Until this year I wasn't really interested in who they were unless they were commercial contracts.

However, now we have all their details and it works much better.

Sometimes get cheques sent in without address on the back which we can now trace to the owner, previously the cheques went into our unaccounted file and we had to wait for the customer to tell us it was them who sent the cheque.

All in all I just think the more information the better.

[simon knight]

Not only do I know the customers name but I also make a note of their children/dog/cats name on their card....really makes em feel special when I next call and say "Morning Mrs Smith, (and to her little boy), morning Peter".

[chrismroberts]

Yeh, it creates a good bond I think, which will hopefully keep them loyal! Not only that, but I agree with Ross, it makes the days more interesting when you can have a chat and ask them how theyre doing But  youre right Shiner... some of them can get too friendly LOL.

I have a lot of customers that I call ahead the night before to leave gates open, put dogs away etc, and its always handy to ask for them personally!

Dai... its always the pretty ones that are easiest to remember though, eh?

Chris