Kickstart: Track previous job information and small details to personalize the client’s experience on future service calls.
I’m just gonna say it: Nobody likes paperwork. And yet, it is the necessary evil of our industry.
My techs? They tolerated it, mostly because if they didn’t play ball, it cut onto their Worker Efficiency Bonus!
But what if I told you that this same boring paperwork can be an incredible secret weapon to create fanatically loyal Cheerleader clients? Yep, I eventually learned that…
🗝️ Keeping track of (and using) the right information is key to personalizing the homeowner’s experience.
NOTE: I’m not talking about creepy tracking here. Nobody wants to feel like Big Brother 😠 is fixing their AC, cleaning their carpets or spraying for ants.
What I am talking about is capturing the small, harmless details that make a customer feel seen. For example…
If a homeowner mentions their golden retriever is named “Buster”, jot that down in the job notes. Next time your plumber, cleaning or pest control tech shows up, they can say, “Hey, with your permission I brought Buster a treat!” 🐶🦴
Or if the client jokes about their kid’s obsession with baseball, a quick note means your tech can ask, “How’s Billy’s Little League season going?” at the next service call.
🗝️Lighthearted, fun details like this are massive “Moments of Truth.” They build instant client familiarity and trust without crossing any weird boundaries.
Tech BONUS: These fun conversations also make the day go a heck of a lot faster for your techs. Don’t make your workers feel that they are just “grunt labor”. Instead, your staff should view themselves as “relationship builders” which will transform your residential services business into a 5-star review assembly line!
What else can your staff note down? 🤔 Clients’ pets are always a safe detail along with hobbies, upcoming projects or planned vacations, and of course details about their last service call.
If your tech was on the job last time these details will remind them to ask, “How was Scotland?” Now if it is a different tech, they can say, “Charlie mentioned you folks were going to Scotland when he was here last year. How was it?”
Add-on sales TIP: These details allow your tech to give follow up, “I was reviewing Charlie’s job notes from last May. Evidently your corner posts were showing some age. Would you like me to check them while I’m here?”
Disclaimer: Before you start documenting “details”, remember that we live in a world of strict privacy laws. Be sure your procedures follow all local, state, and federal personal data laws. Only note observable, harmless details and NEVER sensitive, protected personal information.
NOTE: Not positive what the legal boundaries are on personal information? Then invest the time and money to research it! Based on your homework, develop sample procedures and submit them to an attorney specializing in privacy laws.
Steve’s FrugalTIP: You doing the grunt work for an attorney, as in you visualizing and coming up with the rough draft, will be much cheaper versus dumping it all on your lawyer.💲
BTW, to gather, store and share these customer details Customer Relationship Management (CRM) software can be invaluable. Check out simple, well-regarded CRM software designed for your industry sector. 👍👍
When you give your team the tools to build these personal connections safely, you will be able to stop competing on price. Why? Because you will be building fanatically loyal referral machines out of your clients! 😎
Next Week: Sincerely and Humbly Ask Your Staff How You Can Be a Better Boss. Then LISTEN!