Do any of you guys do anything after a job for the customer like send them a thank you and comment card to mail back or what? I'm struggling with the paperwork side of this business such as inserts in newspapers( what to put on them), what the bid sheet is supposed to look like, invoicing( making special ones that have pw headings?), should I offer coupons and how to make them? Please fellow cleaners, my brain is burning!!!!!! I just don't want to seem like a fly-by-night! I plan on getting grey with this job!
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- Thread starter Kevin
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Robert Kravitz
New Member
Lots of questions there! I’ll address one.
A follow-up especially after a one-time job is a very good idea. It lets the customer know you care about the job performed, it builds a bond between you and the customer and they remember you the next time they need the service performed again.
If there is a problem, it allows us to correct it and keep the customer happy. Something people forget in the service industry is that complaint confirms that the client wants to work with you and maintain the association. It’s easier now just to get someone else the next time the service is needed.
If the report is all glowing, use this feedback form as a reference when bidding on new jobs and accounts.
Robert Kravitz, rjk@alturasolutions.com
Altura Solutions Janitorial Resource Center
A follow-up especially after a one-time job is a very good idea. It lets the customer know you care about the job performed, it builds a bond between you and the customer and they remember you the next time they need the service performed again.
If there is a problem, it allows us to correct it and keep the customer happy. Something people forget in the service industry is that complaint confirms that the client wants to work with you and maintain the association. It’s easier now just to get someone else the next time the service is needed.
If the report is all glowing, use this feedback form as a reference when bidding on new jobs and accounts.
Robert Kravitz, rjk@alturasolutions.com
Altura Solutions Janitorial Resource Center
Kevin,
Anything special you do is always a plus. If you base your business on providing a higher than expected result in what ever you do, you will shine.
Unfortunately for the consumer, the days of having a company work for them that has a strong customer service attitude, and actually walks the walk. Are slim to none.
That give you the opportunity to take advantage of this, and ultimately profit from it, in more ways than one.
Dan Flynn
Anything special you do is always a plus. If you base your business on providing a higher than expected result in what ever you do, you will shine.
Unfortunately for the consumer, the days of having a company work for them that has a strong customer service attitude, and actually walks the walk. Are slim to none.
That give you the opportunity to take advantage of this, and ultimately profit from it, in more ways than one.
Dan Flynn
Scott Stone
New Member
If it is a regularly occurring account, such as Truck washing etc. I would not send a thank you card. One time shot deals such as Decks, etc. I would send them one witha small discount coupon. Preferably one that can be used after you give them a quote. This way they might be willing to pass it on to any friends, neighbors, or business associates.
Bid Sheets;
I do not use them because of my type of business, Truck washing, but I do use a quote system. The first thing is that I NEVER give out a quote over the phone. I always make the effort to go see and meet them. There are two reasons. The first is I don't like to give competition a leg up by being able to call for price comparisons. The second is that I am so charming that people can't refuse me once they meet me. (strike that) The second is that is a lot easier for someone to say yes to a real face then to a voice. It is part of the building of the relationship of trust.
Invoicing: I use quick books pro. It is relatively inexpensive, it tracks the finances really well, and the invoices are very customizable. That means that you can put in any field headings you want on the invoice and it will print it out. You can also put a memo on the invoice that the customer can see and one the customer can't see. Sometimes you might want to remember that the customer is a real jerk, so that their price needs to go up with the hassle factor. One thing about Quickboks is that you might want to have your accountant help you set it up, and if you don't have an accountant, in my opinion you are a fool. A good one can make you a lot more than you will save in not having one. The nicer and more professional everything looks the better you will look.
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If Vegetarians eat vegetables, what do humanitarians eat??
Just a guy driving around trying to make a living washing trucks, Wouldn't know a deck if it bit me in the hind quarters,
Bid Sheets;
I do not use them because of my type of business, Truck washing, but I do use a quote system. The first thing is that I NEVER give out a quote over the phone. I always make the effort to go see and meet them. There are two reasons. The first is I don't like to give competition a leg up by being able to call for price comparisons. The second is that I am so charming that people can't refuse me once they meet me. (strike that) The second is that is a lot easier for someone to say yes to a real face then to a voice. It is part of the building of the relationship of trust.
Invoicing: I use quick books pro. It is relatively inexpensive, it tracks the finances really well, and the invoices are very customizable. That means that you can put in any field headings you want on the invoice and it will print it out. You can also put a memo on the invoice that the customer can see and one the customer can't see. Sometimes you might want to remember that the customer is a real jerk, so that their price needs to go up with the hassle factor. One thing about Quickboks is that you might want to have your accountant help you set it up, and if you don't have an accountant, in my opinion you are a fool. A good one can make you a lot more than you will save in not having one. The nicer and more professional everything looks the better you will look.
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If Vegetarians eat vegetables, what do humanitarians eat??
Just a guy driving around trying to make a living washing trucks, Wouldn't know a deck if it bit me in the hind quarters,
A company out west pushes the fact that they always show up 15 minutes early, and call after the job is done. If the job was in the morning, they will call in the afternoon. If the job was after lunch they call the next morning... If you can make that your objective it should pay dividends. Blake
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Blake Keirstead
Washaroo Clean Services
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Blake Keirstead
Washaroo Clean Services
That is a great idea. It really is hard to keep up that type of customer service when you are small and things get really business.
But if you do, You will get big time referrals. It's worth it, if you think about it. To hire a part time persons to handle that for your company.
It will really create a lot of happy customers and new business.
Keep up with the great ideas. And remember everyone. Put some of them to use and you will be happy you did.
Great post Blake
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Dan Flynn
Flynn Service Pro www.powerwash.net
708 715-4205
[This message has been edited by Dan Flynn (edited February 19, 2000).]
But if you do, You will get big time referrals. It's worth it, if you think about it. To hire a part time persons to handle that for your company.
It will really create a lot of happy customers and new business.
Keep up with the great ideas. And remember everyone. Put some of them to use and you will be happy you did.
Great post Blake
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Dan Flynn
Flynn Service Pro www.powerwash.net
708 715-4205
[This message has been edited by Dan Flynn (edited February 19, 2000).]
Jon
New Member
Kevin,
Taking what Dan said about hiring someone, just be nicer to your wife, tell her you love her more often and smile as you ask her to help in the business some. Explain it is a very simple thing you ask of her but will reap rewards for both of you and the kids down the road.
Go have some nice thank you cards printed with company name and all and all she has to do is write a little "we appriciate your business" and sign your name to it.
Change the saying around some, like "Thank you for your business" and other nice little sayings that the customer remembers.
Oh, one thing, don't use that speedy company for these thank you cards, it will be a year before you get them, you know who I mean too.
Jon
Taking what Dan said about hiring someone, just be nicer to your wife, tell her you love her more often and smile as you ask her to help in the business some. Explain it is a very simple thing you ask of her but will reap rewards for both of you and the kids down the road.
Go have some nice thank you cards printed with company name and all and all she has to do is write a little "we appriciate your business" and sign your name to it.
Change the saying around some, like "Thank you for your business" and other nice little sayings that the customer remembers.
Oh, one thing, don't use that speedy company for these thank you cards, it will be a year before you get them, you know who I mean too.
Jon
Brett Bennett
New Member
Kevin,
I do a customer satisfaction call the next day. And I explain to them all the great things that i did for them (resell on the benefits that my cleaning provided). It is also a great time toask for more referrals. Then I send out a thank you letter telling them once again about my referral program and any other services that they could beneifit from. I also send a free movie rental cerificate from block busters and a bag of microwave popcorn to "wow" them with my service even more. I hope this helps in some way.
Brett
The Carpet & Window Cleaner
"We're taking care of your panes!"
I do a customer satisfaction call the next day. And I explain to them all the great things that i did for them (resell on the benefits that my cleaning provided). It is also a great time toask for more referrals. Then I send out a thank you letter telling them once again about my referral program and any other services that they could beneifit from. I also send a free movie rental cerificate from block busters and a bag of microwave popcorn to "wow" them with my service even more. I hope this helps in some way.
Brett
The Carpet & Window Cleaner
"We're taking care of your panes!"