Mary’s Marketing Message: Repeat & Referral Business
Businesses advertise every day in some kind of fashion. Probably, the most important advertisement is yourself or your techs. When the customer sees your work or the way you work, it can cost very little or cost a lot. It is up to you.
Quality of service and the way the customer perceives your service is so important. It can lead to good referral business and a retained customer for all the services you provide.
We at Air-Care think this is one of the most important facets of our business. We could just go in and do half the work, “the customer can’t see what is in the duct system” so who cares. Well, believe me the customer can tell by the way your tech works, how he treats the belongings in the house, how he is dressed, etc.
If you give the impression that you are just out for the fast buck, you probably won’t get the repeat or referral business. But, if you give the impression that you are trying to give them a quality service for a fair price, you’ll retain them forever. Remember a good deal is a “frame of mind”. It is really how the customer perceives it. Bad word of mouth goes farther and longer than good word of mouth.
When you are in business for a while in an area, you start building your reputation. That reputation will either give you a good amount of business or lose business. Don’t we all want to be on the right side of that equation.
It is not difficult to do the little things that show the customers you care about them. It doesn’t cost anything either. To give you an example, here is a list of things that go a long way with the customer
- Give the quality of service you would expect
- Monogrammed hats, shirts, etc.
- Clean uniforms
- Name badges
- Clean service vehicles (inside & outside)
- Clean equipment
- Good phone etiquette
- Be on time or if you are not, call the customer
There are several things you can do for your customer that shows the type of company you are. Make sure it is the right one.