How To Make Sure Your Client Is Happy

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The best way to make sure your client is happy is to ask them. Every business should be gathering feedback from their clients. A really good way to do this is to ask for a testimonial at the end of every experience with your company.

You can do this in a variety of ways. It can be gotten in writing or maybe even in video format. Video is my favorite because it is so powerful to see and hear people talking about how fantastic your company is rather than reading words. This can be difficult to get as some people are just too shy and don’t want to be on camera in which case a written testimonial will suffice.

There are two reasons why getting a testimonial are so important. One is you will have social proof that your company is a rock star and that your clients are happy with your products or services. The other is you will definitely know if you are doing everything right for your clients and more importantly what you are doing wrong.

Why is knowing the wrong more important?

Because then you can fix it. You can’t fix what you don’t know is broken right?

Too many businesses just assume that they are delivery what their clients want and don’t ask them. Getting a testimonial is also very powerful for your Team or Staff as well. If your Team members know that they are expected to gather a testimonial from each and every client asking how their experience was don’t you think they are going to be very focused on taking extraordinary care of their clients so they gat a raving review?

This is also very powerful for your clients especially if you and your Team let them know at the beginning of your relationship with them that you will wow them with an exceptional experience as you plan on getting an outstanding testimonial from them at the end. This is a great way to set the tone for the client right in the beginning letting them know that you plan to wow them. It also let’s them know that you care and that they are not just money going into your bank account. Their feelings matter to you as the owner and that is how you make a connection.

Once you gather these testimonials you need to read each and every one of them. If there are improvements to be made do them immediately. If you and your Team are doing certain things that your clients love then do more of them.

Trust me this will set you apart from the majority of businesses today. Think about it. How many times have you been asked by a business that you just gave your money to if you had an extraordinary experience with them? I’ll bet not too many. Most businesses are afraid to ask because the answer might me I’m not happy. How powerful is that to know? It may be more important than knowing what you are doing right. Because you can be doing 5 things right and doing just 1 wrong thing may be what’s turning your clients away.

I would be willing to bet that some of the answers that you get will shock you. You have to remember that you are not your client and what may be important to you they may not really care about. But what you will also find out is the little details that really do matter to them.

It’s important to not create work for your clients in this process. Make this an easy thing for them to do. Have a written set of questions for them to answer with an area at the bottom of your form for them to just share any thoughts with you that they would like to.

Here are a few examples of some questions to ask when gathering testimonials:

  1. What product or service did you buy from Xyz Company?
  2. Would you do business with Xyz Company again?
  3. How did you hear about us?
  4. What were one or two important benefits that you got from Xyz Company?
  5. How could we have made your experience with our company any better?
  6. Will you recommend our product or services to others?
  7. Anything else you would like to share about your experience with Xyz Company?

These are just few examples but I think you get the idea. You want to also have an opening sentence or two explaining why their feedback is important as well as a thank you statement at the end.

The little details that you will derive from these testimonials will help you create the most amazing experience yet for your clients.

This is so important for us to be able to make a real connection with our clients especially in restoration work. We deal with our clients at a very emotional and difficult time in thier lives. They have never needed our understanding, compassion and to know that we care about them then right now.

And that is where the magic happens.

In the little details that make your client feel special, taken care of and like they matter to you. You can give them hope that things will be normal again soon. These details may be something that you would never think of on your own and you wouldn’t know if you didn’t ask.

And the not knowing could be the difference between your success and your failure to give your clients a WOW! experience.

It’s Whats On The Inside That Counts

We go to great lengths in our business to make a good impression on our clients. We pay big bucks to put expensive graphics on our vehicles and put our team in nice professional looking uniforms. We spend thousands of dollars on training and certifications not to mention phone book ads, pens and coffee mugs with our logo on them.

But are we missing the little things that matter most and actually cost nothing to do?

It’s one of those little things that I want to talk to you about.

How are you packing your boxes?

Funny question huh? But a very important one.

I’ve had clients tell me that they felt confident and secure in our company just by seeing how we placed items in their boxes after cleaning their contents.

Using bubble wrap and packing like kind items together such as glass with glass and books with books, let’s your client know I care without you saying a word.

Some companies even put a business sized card on the inside of every box that they pack that says “Packed With Care By ________” so the client actually knows the name of the person that handled their things.

What an awesome personal touch!

How does that song go…”You say it best when you say nothing at all”…? How true.

If you are gone and your client is unpacking their own boxes what are they going to feel about your company when they open one up? What are they going to feel when they see how you taped up the outside of the boxes and put fragile or do not stack stickers on them?

Will they feel special? Cared for? Or will they feel unimportant?

So what does your packing say to your clients….?

Remember people forget what we say and what we do but they never forget how we make them feel.

Just something to think about…:)

Here’s a short video of Travis showing students how to properly pack contents in one of our Firehouse Classes.

The Psychology Of A Fire

This is probably the most important topic that I am going to talk about on this blog. It’s the one thing that you can’t be ok at or even pretty good at.

You need to be the best at it.

The range of emotions that someone goes thru when they find themselves going thru a fire in their home is pretty intense. The will feel scared, angry, violated, vulnerable, depressed and confussed.

They might even feel all of these at once:(

This can pose a very intimidating sitiation for any Contents Restoration company to handle. That’s why it’s so important to have the right tools and capabilities in your tool box.

You and your team need to be willing and able to help your client not only thru understanding what to do next but how to do it. This takes compassion, understanding, patience and the ability to connect in a huge way with your client in just a few hours. Most of our fire jobs only last about 7 days. That doesn’t leave me or my team alot of time to build a close relationship with the homeowner. Yet that is exactly what we need to do so they feel comfortable taking our advise and allowing us the kind of freedom we need to get the job done.

The last thing you want is to find yourself in a situation with a homeowner that is suspicous of you and doesn’t trust you. If this is where the relationship is at from the get go, you might as well walk away from the job. It will save you and the client a lot of heartache later on.

Helping them handle the letting go process takes them trusting you and is just as much your job as helping them understand how to talk with their adjuster about the payment process of their claim.

I had the privilege of having Dr, Ned Hallowell, an expert psychologist on ADHD and ADD, tour our Mobile Clean Unit and talk with him about how we walk our clients thru the emotional side of a loss.

His feedback was really awesome!

Make A Connection

The only thing you should be thinking about when you arrive on an Emergency Call Out is what can I do to connect?

Now I know what some of you are thinking. You’re thinking no the first thing to think about is…Who is the insurance company? Is there going to be coverage? How long will this take to fix? How am I going to add this job to my already overloaded job board?  Am I right?:)

I get that these are all really good and important things to think about. I teach the “how to do these steps” in my classes. And there is a time to find out these things but its not in the initial moments of arriving on the scene. I mean if there is’nt coverage for this loss let’s say, that’s pretty darn important to know right up front. But you can find that out at the end of your first conversation with the homeowner not the beginning.

People need to know that you really care about what happens to them. Not their insurance policy.

Those first few minutes should be completely commited to making a connection with your potential new client. You won’t find a better time to seal that bond then right at the beginning of your hopefully mutually valuable relationship.

There are lots of ways to connect with someone. And it’s different with each person. The best way I’ve found is to listen. If you ask they will tell you.

People like to tell their story and someone who has just had a fire or a sewer backup has a BIG story to tell.

Ask them “what happened?”

Then listen…

Listen for them to tell you exactly what they need from you and then give it to them.

Instant connection. It’s really that simple.