A few weeks ago, I wrote about 3 Keys for a Service-Driven Small Business. These 3 keys are most important before and during a job. However, today I want to expand upon how to succeed as a service-driven small business by discussing one of the most important thing to do after the job. Similar to sales or selling, the job is not done and the relationship is not locked-in once contact information is exchanged. Likewise, your job as a service small business company is not complete once the job is done. You must continue to follow-up after the job multiple times to check that everything is still good, everything has gone as planned, etc.
Following up on a completed job is one of the most important things that you can do to solidify word-of-mouth referrals by taking your company/brand from ordinary to extraordinary. Furthermore, aside from checking to make sure that the work you performed is still holding up as transacted, you will also be showing your customers that you are invested and take pride in the work that you do. This ensures consistency, quality, and a level of satisfaction that one day you might be able to charge a premium for since your brand/company will become known as one of the best in your local market.
Below are three things that you will be guaranteed to see when implementing a plan of following-up:
Positive Brand / Company Perception: Your customers will begin to view your business as “the step above” within your industry and even so far as among local service companies. Word-of-mouth referrals is one of the biggest drivers for service driven companies and therefore, positive attitudes toward your company will without a doubt lead to more customers.
Quality Improvement: Let’s face it, there are always errors, faults, things that go unplanned, etc. Mitigate your own risk of failure or not fully meeting your customer’s expectations by following-up and addressing any concerns or problems after the fact. This might wind up taking time away from another site to spend potentially hours fixing the site that was already paid for, however, you will never leave a customer unhappy.
Ability to Increase Price in the Long-term: As you gain more customers via word-of mouth and as your quality becomes unmatchable, you will then gain leverage to charge a premium for your services since you offer proven outstanding services.
Is there a right number of times you should follow-up with individual customers? I don’t think so. Your customers paid a lot for the services that you performed and with that, they expect outstanding service.