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...
Do you have a client that needs to be fired? Does that question cause you to recoil?
I know it seems counter-intuitive. You feel like you can’t possibly do that; you need the work and you don't want to tarnish your reputation. But hear me out.
I’m not saying you should cancel a contract mid-season, though that may be appropriate at times. What I’m talking about is reviewing contracts at the end of the season and rating them based on a few different criteria to ensure it makes sense to continue a working relationship with them.
We can often feel like we need to take all the work that comes our way because, well, we need to make money. The problem with that mindset is that we can get booked up with small jobs that aren’t especially profitable and then don’t have time to complete the bigger, more profitable jobs that come our way.
An article from Landscape Management listed these six variables to take into account before you renew contracts: