We have been talking about Dave Lupberger’s 8 attributes homeowners most desire in their service provider and the very noteworthy fact that price ranks number eight on their list of priorities. As a quick reminder …
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My sister texted me last week. The only good news out of the story is that I got content for a blog post from the exchange… Here it is:
A text from my sister on August 24th:
“Your guy [name of person] needs to start taking your marketing/sales advice for the money he pays you. He said he put an order for a replacement part three-ish months ago. Never heard from him. Contacted him on August 9th about it and he said he’d have an answer on the 10th. Still waiting…”
Uh oh.
First, I as the person who referred the company to my family member am not feeling too great. They did a good job on the window replacement, but the service after the sale has been a let down.
Do you think I’m going to be a little more hesitant in the future referring this company? Most likely.
I know this window company owner is busy… But neglecting/forgetting to order this one part (and then not following up after being reminded of it by the client) is killing word of mouth/referrals, client satisfaction, the clients desire to be a reference or to go online and leave positive reviews.
All contractors/remodelers are busy, but you HAVE to execute the little things or you are undercutting all of your marketing and sales efforts.
I shared these thoughts with my sister and she responded back with:
“Yup. I did refer him to some friends… Kinda hope they went with somebody else.”
Ouch.
It’s all about the Little Things folks… Want to grow your business? Want more qualified leads? Execute the little things. Realize that every client interaction is playing a role in your marketing and future sales efforts.
I know it’s hard work… But it’s worth it. Don’t drop the ball!
P.S. On this topic of ‘Little Things’ – receive instant access to a free tool I created titled: ‘30 Little Ways to Differentiate’. Be sure to read the last sentence of this document and request the ‘1 Major Secret’ to being able to execute these little things.
Have you requested Kyle’s Free Marketing CD yet? Kyle Hunt is the owner of Remodel Your Marketing and creator of The Excellence Club. After years of experience in the remodeling industry, Kyle now installs his proven and practical Marketing System for remodelers and contractors throughout the U.S. Follow him on Twitter here.
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