We had our carpets cleaned yesterday. Excellent service and excellent results from a top rated company. But, in my humble (but accurate) opinion, they dropped the ball on something that could have a profound effect on their business.
They didn’t explain how to prepare for their visit.
When he arrived, the technician complimented my wife on her preparation–vacuuming thoroughly, removing cat hair from the furniture (lint rollers), and said that many customers don’t do this. They expect that he will vacuum and he doesn’t. I’m there to clean the carpet, he tells them, and when they don’t vacuum, his job takes longer and often leads to poorer results.
You can argue that vacuuming should be included in the service and that customers aren’t out of line to expect this, but that’s beside the point. The point is that the company should explain this to the customer well in advance of the appointment. Send them instructions on how to prepare, and what will happen once they start the work.
And, why not offer some add-on services like vacuuming, at additional cost, for those who want it?
But no, other than explaining that the workers don’t move heavy furniture and that the carpets would be cleaned around it, nothing else was explained.
How difficult would it be to send customers an email with a list of what to do and what to expect? How many issues would something simple like that eliminate in advance?
Wait, there’s more.
After the work was done, the worker explained to my wife some things to do to make sure the carpet dried properly and quickly. He also told her what not to do. He was thorough and patient but again, why not put this in writing? Hand customers a booklet that explains everything?
If they supplied customers with written information about preparation and aftercare, they would have happier customers, with even better results.
Happier customers mean more repeat business, more five-star reviews, and more referrals.
I’m sure you have something you send to new clients so they can prepare for their first visit to your office, or take away after the first visit. I’m sure you also have something you give them at the end of the case or matter. I’m also sure that both of these documents answer common questions and tell the client what to expect and what to do in a variety of situations.
If you don’t have these, you should. If you do have them, now would be a good time to review them and make sure they are as thorough and helpful as they can be.
NB: in the aftercare instructions, also explain what to do if they are satisfied with your work: where to post a review and how to make a referral.
How to get (a lot) more referrals from your clients: instructions here
