It’s a few years since I met these people, but the client’s name recently popped up in a conversation. This cleaning company has been very successful over the years and I remember them as one of the most impressive small businesses I’ve come across.
First, their business is spread quite widely across the country. Despite this, they retain excellent customer relations because they put it at the very core of everything they do. This is not just lip-service, but genuine quality customer care. They’re all the time talking with their customers, reviewing budgets and what can be achieved within the means of the people who employ their service. They talk to them as fellow humans, not as paying customers, and they’re not trying to sell a service the customer cannot afford.
Second, they do as they say. With many services that call to the home nowadays – like the tv guy, boiler guy, phone and broadband guy – the customer receives no more than a vague “morning” or “afternoon” slot for the call around and is expected to just sit at home and wait. As if they had nothing else to do with their lives. Not so here. This service gives a tight one-hour window in which they will call around. Much more reasonable, much more acceptable, much more customer-centric.
Third, the business keeps in touch via email. But not just any old humdrum marketing-heavy newsletter. No. These regular emails don’t mention the services of the business at all. There’s no pushiness; there’s no up-selling. It’s fantastic.
If you’re in a service business, you could do a lot worse than consider the quality of customer care at the cleaning company. And while you’re at it, read this post on the importance of people in services marketing.
Here’s a nice article on customer care from thebalance.com.
Keep getting better.