Do you call back jobs to see if all went well?

I do call back every 4 months . Since, that is quater of the year. If I can't do that I will hire some one who can do the best for me.

Even i call bexk every 6 months to asistance the customer afer finishing of a big job. That will keeps us in remind when ever there is an work to be done.

Only on big jobs or jobs with problem customers....

I try and wait a few days when the carpet is dry....
haha jk

We do call back occasionally, but like everyone else, only if there was an area of concern.

I'm bad about that .. Just some times .. If I'm slow "" YES"" but on x-mas every one get a card from me with 1 or 2 cards and a magnet.

We Wizard's believe a follow up program is just as important as the actual work we perform.

Our Company has a two tier follow up program. The next business day we follow up with a phone call. We ask two questions how was our cleaning and how was our cleaning technician.

Our second follow up system is sending out a customer comment card with a stamp already on it. It's important to put an actual stamp on the comment card rather than those return postage guaranteed stamps as the stamp compels your customer into action to take the time to fill it out and pop it in the mail.





Check out our page on our website dedicated to Customer Follow up and testimonials.

http://www.wizardcarpet.com/subpages/customer.html

Sending a comment card, on top of your phone call shows your customer you really care about the experience they had with their company. What also sending a customer comment card out does is the comment card creates a non confrontational avenue for your customer to openly express to you what ever they wish to express or relay to you with out them ever feeling they have to go on the offensive if they wish to express a concern or problem they experienced with your company.

Check out this are of our website where we have posted a number of actual comment cards we have received back.

http://www.wizardcarpet.com/subpages/testimonial01.html

A two tier follow up program really helps cement an on going relationship between you and your customer too.

Comment cards with prepaid postage is just one more tool in your arsenal to help insure a competitor does not get the opportunity to put a foot in your customers front door.

If your not following up with your customer, shame on you, you should be !!!

The Wizard.

I always try to make sure customer is happy before I leave the house, we do send out reminder cards to residentials for their semi annual cleaning.

I agree with the Wizard. We have been using them for 16 years now. When we first started, we just left them with the customer. We quickly learned that we were lucky to get a 5% return, Then we started self addressing them and adding a stamp and the return rate went up to 85% return. You can see a sample on our web at www.moodyscarpetcare.com

I have never cleaned a carpet but I will be soon. I'm having a Bluewave installed in a van next week.

I plan to call every customer the day after the cleaning. Why not? Each call should take just a minute but lets the customer know you care. You're going to have to hear from them anyway if anything goes poorly. Might as well talk to them when it goes good also.

I just feel that once I get in their door, I should be the one they call for life. I want to do everything in my power to ensure I'm the one they call next time so if a minute long phone call helps to set me apart from everyone else that has cleaned their carpet, I'm making the phone call.

Aaron

I agree with Wizard. We do a follow up call and send a questionaire in the mail.

Dave

I suppose I'm lazy. I'm a sole proprietor, and stay fairly busy. I don't have office staff, and all my phone calls are forwarded to my cell phone. I have an office away from home, but seldom have the down time to be there. So, time to call back is a luxury I never seem to have ... or, at least, never want to take.

I imagine when I get old (I'm a young tart at 51) and hire help I'll start calling back to check on my techs.

Or, may be not ...

Sometimes I call back but not consistently. Since the start of this year though I have been consistently sending out a thank you card and it mentions not to hesitate to call with any questions or concerns.

We used a comment card similar to what Wizard posted. We also called every customer back with-in 2 business days.

This was not a call to see if everything was alright, but to thank them for doing business with us. We let them know we always wanted them to be so pleased they would not hesitate to reccommend us to their friends. If there was any concerns, they had an opening to say so, but we did not invite critical comments by asking "Is everything OK?"

Scott Warrington