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5 Qualities of a Quality Service Company like SERVPRO of Sussex County

7/22/2022 (Permalink)

5 Qualities of a Quality Service Company like SERVPRO of Sussex County

Set Clear Expectations
Seems obvious, right? However, most of us rush to get started in delivering what we sell instead of getting very clear with the client about what will be done, who is responsible for making it happen, and by when it will be done.

Without these clear expectations being carefully established, the professional relationship is like gambling: It might work out well, but probably will not.

Communicate Often
I mentioned the importance of clear expectations being set before anything else happens. Equally as important is referencing those expectations throughout the working relationship.

As a service provider, you must help your client remember, understand, and respect what was agreed to before the work started. Gentle constant reminders backed up by the summary emails you send after every client interaction help everyone stay on course.

Remember - you are working with humans even if you do the above there will come a time where a compromise might be needed.

Early in the job, some condition is found that you and your company has never seen before. The client is frustrated when presented with this information.

What might you do? Explain the situation, provide a solution for the change order, and hear what the clients say.  Meet on middle ground.

Completion Means Completion
When the client says they love your “guys,” what they love even more is having their project done.

By “done,” I mean 100% with no lingering issues. You have received final payment. You have delivered a thank you to show your appreciation for their business. You have done a download with them about what went right and what could have gone better.

Happy clients provide you with repeat business and referrals to other potential clients.

At the very least stay in touch with them personally. If you sold the job, find some reason to “touch” the client at least every three months. It could be a note card, an email, an invitation to a meal or the like, or a notice about a company event.

It is not rocket science. To be inspired keep in mind all the sales and service experiences you have had. Which ones made you feel smart and why? Do what you like and your clients will love it.

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