Association News

The Importance of Follow-Up Service

June 17, 2003
/ Print / Reprints /
ShareMore
/ Text Size+


Several years ago I had a conversation with a local cleaner wherein we discussed the merits of follow-up phone calls immediately after jobs. My company had been doing this on a regular basis, but he seemed a bit perplexed about the necessity of it. His philosophy was, if a customer was unhappy in any way with a job, she would surely phone him and he would respond by returning immediately. His reason for not phoning her first? “It would give the client an excuse to get something re-cleaned for free where there may not be a problem.” In other words: don’t court trouble.

The fact of the matter is this: Most clients will not phone you when they are unhappy with your work. They will, however, phone someone else when they require cleaning again. They may also voice their displeasure to their friends and relatives, your potential clients.

This scenario is quite easy to avoid. Phone your clients within 24 hours after their appointment. True, the phone bills add up. Yes, it is time consuming and yes, there may be an occasion where someone either has you return for a dime-sized spot or even take advantage of your great customer service by having you come back to clean the dirty area their 6-year-old created after you left.

It is also important to remember that cleaning professionals are not infallible, that there may be a legitimate problem or concern that requires your attention. But for the small time and effort involved in a return trip, you gain a lifetime client.

The bottom line is, always phone your clients before they phone you. When the client states that there is a small area you may have missed but it’s “no big deal, it can wait until your next visit,” insist on returning immediately. I recently phoned a regular client to check on the prior day’s work. He said there was a small area we may have missed, but not to worry, he didn’t want to inconvenience us. I explained that this was an inconvenience to him, apologized, and stated we would return immediately. Within a week, the man’s sister phoned for an appointment.

Would she have phoned anyway if I told him we would take care of it next time? It is doubtful. In fact, had we not remedied the situation there may not have been a “next time.” By returning promptly we not only secured his future business, but also his referrals.

In addition to our follow-up calls, four or five days after the job is complete we send out a “thank you” letter, along with a referral card or two, to let our clients know how valuable their business is to us and the importance we place on their satisfaction with our work.

Remember, the key to expansion begins with your current client base and the way you treat each and every customer. Great service goes a long way!

Did you enjoy this article? Click here to subscribe to i Cleaning Specialist Magazine.

You must login or register in order to post a comment.

Multimedia

Videos

Image Galleries

The 2013 Experience Convention & Trade Show

A look back in photos at the 2013 Experience Convention & Trade Show in Las Vegas.

THE MAGAZINE

ICS Cleaning Specialist Magazine

cover_image

2014 April

Take a look at the April 2014 issue with features on air movers, going green, carpet cleaning and new products & technologies.

Table Of Contents Subscribe

Social Media

Social media is a good way to regularly keep in touch and interact with current clients and reach potential ones. What social mediums do you use in your cleaning/restoration business?
View Results Poll Archive

THE ICS STORE

Get Paid! book cover
Get Paid! (ebook)
Over 30 authors – over 40 articles…from attorneys, contractors, consultants, instructors and others, both inside and outside the restoration industry. R & R, C & R and Cleanfax, opened their archives and gave us the best they had, other chapters were created just for the “Get Paid!” book and its readers. And every one of them has ideas for how to get paid what you are owed.

More Products

ICS DIRECTORY AND BUYING GUIDE

Director_Buyer.jpgThe premier resource and reference guide for the cleaning and restoration industries.

Click here to view

TRUCKMOUNT EQUIPMENT AND ACCESSORIES GUIDE

Truckmount.jpgEquipment listings and specifications from the leading industry manufacturers.

Click here to view

STAY CONNECTED

facebook_40.png twitter_40px.png youtube_40px.pngcrc logo