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Feb 09

Customer Service 101 – How to keep your customers calling you again and again for painting services.

customer service

Customer Service

Superb customer service will help you stand out from the competition!

As a local small business painting contractor people are always asking me, “what are the important factors that makes your small business stand out from others in the community?”.  My answer is always, “quality workmanship and superb customer service”.

Living in a small county there are lots of painting contractors to choose from.  Of course painting ability, and the quality of workmanship we provide our customers is of the utmost importance, this is  why they hire us.  Once you have successfully completed their project and they are pleased, what makes them call you a second time and refer you to their friends is your company’s customer  service.  The ability to effectively deal with people is a skill most people have to learn with experience over time and through situations and for a lucky few of us it is a gift.

All customers want to feel that you consider their project and their home a priority.   Respectful communication starts with the initial customer meeting and what some small business owners forget is that customer service extends long after the job is finished.  Here are some tips I have learned through my experiences with customers on providing superb customer service and maintaining  a connection long after the project is completed.

1) Maintain communication with the customer throughout the project.  Answering questions and addressing concerns along the way will ensure a happy customer at the end of the project.

2) Follow-up phone calls.  Call customers several weeks after the project is completed to assess customer satisfaction.

3) Listen to your customers.  If they mention a project they are interested in having done in a few months write that down.  This will give you a reason to call them in the future and maintain a dialogue with them.

4) Get customer email addresses.  Developing an email list and sending your customers a periodic communication will help keep your company in their mind.  Give them information on specials you are offering and include your social media links.

5) Always leave them with a reference.  Give them a pencil or pen with your company information.  Leave a business card and perhaps a second asking them to recommend you to a friend.  Have a brochure or coupon offer – leave that with them too.

6) Ask for them to provide a customer testimonial on one of your internet sites.  Or ask them to email you a testimonial and ask if you can post that to your website.

7) Under promise and over deliver.  Give them a little more than they expected.  When quoting a deadline be realistic and get it done a bit faster than expected.  A simple concept that can mean everything in the eyes of your customer and provide WOW! Factor for your company.

Finally, always quickly and professionally deal with an unhappy customer.  It’s impossible to make every customer happy, but it is our job to try to correct any issues that may arise as promptly and professionally as possible.

What does your company do to provide excellent customer service?  Leave a comment.  www.qualityassurancepaintinginc.com  352-483-6915.

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About the author

Tim Grubbs

I am the owner of Quality Assurance Painting, Inc., serving Lake County Florida and surrounding areas since 2005. I am an experienced professional painter and coatings specialist. I do both residential and commercial work for myself and as a subcontractor to general contractors. We strive to set ourselves apart from the competition by providing 100% customer satisfaction in both workmanship and customer service. My knowledge in the industry continues to grow by reading about new products and techniques and participating in seminars and webinars. We specialize in interior and exterior repaints for both residential and commercial properties, plus waterproofing techniques. We are an A rated members of the Better Business Bureau and 2013 PDCA (Painting and Decorating Contractors of America) members. We provide free estimates to our customers and are fully insured and licensed.

1 comment

  1. stefen

    nice info share it is very helpful for business

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