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How to Build Repeat Business & Referrals
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Exceeding Customer Expectations Painting & Decorating Contractors of America Annual Conference Kim Proctor Customers That Click
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Ideas of how to exceed customer expectations and grow repeat business and referrals.
Transcript of How to Build Repeat Business & Referrals
Exceeding Customer Expectations
Painting & Decorating Contractors of America Annual Conference
Kim ProctorCustomers That Click
Must exceed expectations
No longer good enough to satisfy a customer or meet their expectations.
Meet customer
expectations ≠Loyalty
Must exceed expectations
Exceed customer
expectations1.Repeat business2.Referrals =
Exceeding expectations
LL BeanJetBlue AirwaysAmazon.comTargetAppleTrader JoesCostco
What does it take?
1. Understand customer expectations
2. Emphasis on service & exceeding expectations with staff
3. Train staff & continually reinforce
4. Measuring results and making adjustments
The best company=
Service
Craftsmanship
What it sounds like
“We are committed to quality workmanship, courteous customerservice and beautiful, lasting results. At Catchlight, our goal is to exceed all your expectations.”
From www.catchlightpainting.com
What does it take?
1. Understand customer expectations
2. Emphasis on service & exceeding expectations with staff
3. Train staff & continually reinforce
4. Measuring results and making adjustments
General expectations
Remember me Communicate with me Work with me Make my life easier Don’t overpromise Be honest
General expectations
CommunicationSpeed, clarity, get them accurate
information and answers.Response time – same day is ideal.Keep it positive, useful and valuable to
them, don’t waste their time. Watch tone and treatment.
Understand expectations
What do your customers expect?
How can we be sure?
What do your customers really want? How can you be sure?Call most recent customers Call your top customers New customers – ask them what they
want and expect
Exceed Expectations
What would exceed expectations?
What does it take?
1. Understand customer expectations
2. Emphasis on service & exceeding expectations with staff
3. Train staff & continually reinforce
4. Measuring results and making adjustments
Build this into your company
Train & reinforce: Regularly tell your employees what
you expect Share success stories Reward those who “get it” Let go of those who don’t
(employees or contractors) – they are hurting your business
Connections
Management
Employees
Customers
What is required from you
Gather & share information Of expectationsOf progressOf areas for improvement
Constant reinforcement Commitment to the all the above
What does it take?
1. Understand customer expectations
2. Emphasis on service & exceeding expectations with staff
3. Train staff & continually reinforce
4. Measuring results and making adjustments
Measure effectiveness
How do you know if you exceed expectations?
Ask your customers
How to measure
ALL THREE: Conversations with customers
During and after the job Surveys – email, paper Google your company name
To help you….
Books: Hug Your Customers First, Break All the Rules
Contact information
Kim Proctor
Customers That Click
www.CustomersThatClick.com/contact
Blog:
www.KimProctor.com
Twitter:
www.Twitter.com/retaincustomers
