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In one of the recent trade magazines, I remember an article that described a customer packet that the cleaning tech would leave with the customer after completing the job. I am wondering if anyone may know in which publication and month this may have appeared? Included in the packet was an evaluation card, business cards, brochure, referal cards, list of services, etc. I’m thinking of doing something similar. Possibly one of the many great operators already do this and would like to share their information and experiences.
We do this. Although I have not been consistent with it to really give you accurate feedback. We use a little red box, we put an 8 oz. spotter bottle, a stain guide, business cards(along with some cards from service providers in my BNI group) and some coupons for their friends. I really need to get back to this. I think it is a giant mistake to not leave something with your name, services or something they can give to relatives, neighbors and so on. Also I need to mention that I leave these with the customers we want again, not the “can you just clean the spot in front of my recliner” people. It also gives you a chance to stop and converse with the customer as you go over the items. We also have a laminated sheet that has the 32 oz. spotter, pet enzyme and multi surface maintainer, micro fiber mop with a description and price and on the other side a complete list of additional services with our usual prices and our “since we are already here” price. Agian I have not been consistent with this either……..wonder why sales are slow!!!!!!
Andrew
I have begun to put together information in a white folder with a logo on the front, available thru the online store that includes the following:
– Did you know we offer these services sheet. Reminds customer of all the services we offer.
– A compilation of the best customer letters I have received. I added the most dramatic before and after photos on the sheet.
– A Heaven’s Best trifold brochure. Available from the online store.
– An evaluation card. I am terrible about leaving them, so this will get one in their hands without thinking about it.
– Five business cards for them to pass out. Cheapest form of advertising I have found.
– Five customer referal cards for them to pass out. They are similar to the business cards.
– Our Heavenly cleaning process sheet. Available thru the heavensbestads.com website I believe.
– The stain removal guide. Also available from the store.
– Anything else that I may feel would be important to tell the customer about. Still to be determined.I plan to personally review each item with the customer and then keep the folder for future use. For those not at home, I will probably leave the folder. It is a lot of material just to leave to blow around on the customer’s kitchen counter and look like trash. I will have my office person refill those folders I take with more information for the next week. The folder keeps everything in one location and nothing forgotten. We will see how it works. In the article I read, the author indicated this was very successful for him.
I believe this kind of client follow up and interaction is the corner stone of any successful service business.
if a franchise owner is not doing some sort of this, the boat hasn’t just been missed, it was run out to sea and sunk to the bottom with all you luggage, travellers checks and credit cards on board. IMO
as always, YMMV
I finally found it!!! It was in the February 2013 issue of cleanfax. Titled– Set your technicians up for success.
I have been somewhat doing this, but more just a small candy, business cards, magnetic business card, paper talking about facebook, and evaluation card.
Not sure about how well it’s been working. The facebook card really hasn’t increased our followers. Maybe it’s too much stuff?
I am interested in another idea which I will start a new discussion on the forum.
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