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

Discussion in 'Marketing / Business / Advertising / Websites' started by VCS, Apr 18, 2008.

  1. VCS New Member

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    Keith
    We tried it and it seems to have mixed results. If you do call beck, when do you? And do you have a script?
    keith Shaw.
  2. TMF New Member

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    I try to call people back every 6 months, and if i can't do it i would hire someone to do it for me perhaps a family member. Very good success.
  3. cleanmaster New Member

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    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.
  4. TheEyeball Well-Known Member

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    I call back a few days after a big job or one that could have potential problems. I try to offer assistance before the customer has to ask for it.
  5. aguerro New Member

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    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.
  6. TMF New Member

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    Anyone else?
  7. farleycarpet New Member

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    Only on big jobs or jobs with problem customers....
  8. Mike Hanley Elite Member

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    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.
  9. johntalley Elite Member

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    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.
  10. The Wizard Elite Member

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    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.

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    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.
  11. TheEyeball Well-Known Member

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    Wizard,

    I'm glad that works for you. It sounds like you have an office staff to take care of this for you.

    I think a lot of carpet cleaners are sole proprietors. In that case I believe a brief follow up call or e-mail does just fine.
  12. empire1 New Member

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    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.
  13. Rambo New Member

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    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
  14. BW Carpet Cleaning New Member

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    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
  15. Dave Rampage New Member

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

    Dave
  16. AdmiralClean Member

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    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 ...
  17. Joey J. Member

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    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.
  18. Scott W Preferred Vendor

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    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
  19. Rob Allen Administrator

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    Follow-up is something I need to work on. I just have so much work that I don't have time to implement it. However I feel it is important.
  20. TMF New Member

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    Dave Rampage, would you mind emailing me showing your questionaire that you send out to your customers? :)

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