Happy customers are returning customers.
We’ve talked about this before, but so much of what creates a positive experience for your clients depends on how you proactively communicate with them.
Before you sign a contract, do your potential customers know what to expect? Have you completed site visits with all decision makers so they are able to review and sign off on the snow sitemaps? Do they know the invoicing schedule? It basically boils down to you creating an onboarding process that you follow with each client.
Be sure to find out your clients preferred method of contact and then use that method to communicate before and after snow events. It provides you clients with peace of mind that will drastically lower the number of frantic calls you will receive during an event. I also recommend that you email a weekly operational update so they know when you were on site and what service was performed.
It’s important to keep a log of all customer interactions regarding service issues. This allows you to have documented calls that you can then review with your service/management team to solve issues that come up and/or share any pertinent information with the field staff.
Do you have any tried and true customer tips? I’d love to hear them. You can email me at firstname.lastname@example.org