Customer service,

What’s your customer service?

  • I go back after the service if complete and get a signature that the customer is satisfied

    Votes: 20 19.4%
  • I don’t have time to obtain a signature after every service.

    Votes: 2 1.9%
  • I only get a sign off on the first service only.

    Votes: 2 1.9%
  • I’m a one-man show and I get verbal when I complete service.

    Votes: 30 29.1%
  • I need to think about a better customer service program

    Votes: 10 9.7%
  • I have no issues at this time

    Votes: 0 0.0%
  • I just phone them a make sure everything is ok.

    Votes: 18 17.5%
  • No news is good news

    Votes: 12 11.7%
  • I don't Care.

    Votes: 2 1.9%
  • Please list if you have another method.

    Votes: 7 6.8%

  • Total voters
    103

Ron Musgraves

Exterior Restoration Specialist
Staff member
Customer service,

What’s your customer service?

Do you go back and make sure every customer is satisfied. Do you call or do you visit?

I go back after the service if complete and get a signature that the customer is satisfied.

I don’t have time to obtain a signature after every service.

I only get a sign off on the first service only.

My work will speak for itself and no need to talk with customers.

I’m a one-man show and I get verbal when I complete service.

I need to think about a better customer service program.

I have no issues at this time.

I just phone them a make sure everything is ok.

No news is good news.

Please list if you have another method.
 

Bigboy

Member
I bullcrap with them,,

When done bullcrapping I ask am I missing any spots,is it ok and ask them can I help you with anything.If they are pro's and do not like bullcrapping I ask is there anything else I can do for you,is there any problems,,I treat all tho like a best friend or like I want to be treated.
 

Clean County PW

Active member
Since you can't vote twice for the above I'll break it down like this:

For Commercial work I get a signature when completed that the job is done to there satisfaction.

For Residential when completed I get "What a great job You did etc. another words a verbal satisfaction.
 

jlpressure

JL Pressure Washing
Phone call, email, telling them we are done, thank them and ask them for more work.

I get a lot of PM's when I call and say we are done, hope everyone is happy. The PM will say " I got no calls, thats a good thing or Had calls and everyone is complimenting our work" Got to love good feed back

I do thank you letters often to the PM and address one to the HOA also and ask the PM if they have time to pass it onto the HOA. I had one HOA call a year later and say, they no longer use the PM company, but had my name &# from the letter and hired me for the next cleaning

I think a thank you can go a long way.
 

apluspower

New member
My business phylosophy has always been treat the customer like you'd want to be treated and provide outstanding service.

From the first phone call to the reciept of payment they know they are dealing with professionals and are getting their money's worth.

My guarrantee, which is in writing, is simple, "if you're not happy don't pay me". ( that is TM and CR) In 18 years and over 25,000 houses I have never had to give away a job for free.

I have never been sued and never had a complaint with the BBB or consumer affairs.

Sure things happen but how you handle them makes a big difference to the customer. If something is missed or damaged on a job the customer becomes my top priority, everything stops until they are 100% satisfied.

We follow up on every job with a thank you letter and a survey that lets me know how my employes are doing and how I'm doing.

We get hundreds of thank you letters back from our clients every year and I give my guys a bonous for every one we get.
 

Ron Musgraves

Exterior Restoration Specialist
Staff member
2002, my customer service through out time has gotten better and worse.

I try now to be realistic, we deal and prevent issues as we see the posiblitys.
 

pressurepros

New member
I folow up on every job with a phone call followed by a thank you letter. I'm sure I miss a few but I do try to stay diligent with it.
 
Normally I will get an ata boy before I leave but on many occations I will call them back just to thank them for their business and ask them to please keep me in mind for friends, relatives et...( referals ). There have actually been weeks when I have lived off of referals. Got one today as a matter of fact.
 
Normally I will get an ata boy before I leave but on many occations I will call them back just to thank them for their business and ask them to please keep me in mind for friends, relatives et...( referals ). There have actually been weeks when I have lived off of referals. Got one today as a matter of fact.

You da MAN ;)
 

Apple Roof Cleaning

Roof Cleaning Instructor
I would like to look real cool by saying we do all these wonderful follow up things, but we really don't.
We used to, back when we just started out.
I would call to see if they were happy, and ask if they knew anyone else we could make happy.
Far too busy for that anymore.
IMHO, when a customer PAYS you, he has said "I am Happy"
I voted "no news is good news"
 

Grime Busters LLC

New member
I also mail a customer satisfaction survey after the project has been completed. I personally do a quality control inspection of each job, including the ones I do solo when I don't need a crew.

I take before and after pictures of every job and have those available for my customers, if they request.
 

Attachments

  • Grime Busters satisfaction survey.doc
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El Flojo

New member
100% customer satisfaction. If they dont like it and the before and after pics dont show a real diff. they dont pay. have only had one kook realy give me crap in 3years. on a tractor trailer. and when i told himm that that was the best i could do for his rig. i shook his hand and left. 4 days later he called me and told me he was testing me. still wash his 15 tractors and trailers today. doesnt even check the work.my rep is worth a free wash here and there.
 

Richard Fleming

New member
I thank every customer for their business after every job. I also ask them to call me if they notice anything I may have missed, even if it is the next day when they notice it. I think it is a good idea after every job (every job that you can) to talk a little extra time to chat with the customer. Getting on common ground with them will go a long way and it will help them remember you when it comes time for a referral or a repeat job down the road.
Get on common ground with the customer and alway use their name when you talk to them. It is human nature to like to hear your name. Not to mention it show that you care and it it polite.
 
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