How to Build Repeat Business & Referrals

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Ideas of how to exceed customer expectations and grow repeat business and referrals.

Ideas of how to exceed customer expectations and grow repeat business and referrals.

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  • 1. Exceeding Customer Expectations Painting & Decorating Contractors of America Annual Conference Kim Proctor Customers That Click
  • 2. Must exceed expectations  No longer good enough to satisfy a customer or meet their expectations. Meet customer Loyalty expectations ≠
  • 3. Must exceed expectations Exceed customer • Repeat business expectations = • Referrals
  • 4. Exceeding expectations  LL Bean  JetBlue Airways  Amazon.com  Target  Apple  Trader Joes  Costco
  • 5. What does it take? 1. Understand customer expectations 2. Emphasis on service & exceeding expectations with staff 3. Train staff & continually reinforce 4. Measuring results and making adjustments
  • 6. The best company= Craftsmanship Service
  • 7. What it sounds like “We are committed to quality workmanship, courteous customer service and beautiful, lasting results. At Catchlight, our goal is to exceed all your expectations.” From www.catchlightpainting.com
  • 8. What does it take?  Understand customer expectations  Emphasis on service & exceeding expectations with staff  Train staff & continually reinforce  Measuring results and making adjustments
  • 9. General expectations  Remember me  Communicate with me  Work with me  Make my life easier  Don’t overpromise  Be honest
  • 10. General expectations  Communication  Speed, clarity, get them accurate information and answers.  Response time – same day is ideal.  Keep it positive, useful and valuable to them, don’t waste their time.  Watch tone and treatment.
  • 11. Understand expectations  What do your customers expect?
  • 12. How can we be sure?  What do your customers really want? How can you be sure?  Call most recent customers  Call your top customers  New customers – ask them what they want and expect
  • 13. Exceed Expectations  What would exceed expectations?
  • 14. What does it take?  Understand customer expectations  Emphasis on service & exceeding expectations with staff  Train staff & continually reinforce  Measuring results and making adjustments
  • 15. Build this into your company Train & reinforce:  Regularly tell your employees what you expect  Share success stories  Reward those who “get it”  Let go of those who don’t (employees or contractors) – they are hurting your business
  • 16. Connections Customers Employees Management
  • 17. What is required from you  Gather & share information  Of expectations  Of progress  Of areas for improvement  Constant reinforcement  Commitment to the all the above
  • 18. What does it take?  Understand customer expectations  Emphasis on service & exceeding expectations with staff  Train staff & continually reinforce  Measuring results and making adjustments
  • 19. Measure effectiveness  How do you know if you exceed expectations? Ask your customers
  • 20. How to measure ALL THREE:  Conversations with customers  During and after the job  Surveys – email, paper  Google your company name
  • 21. To help you…. Books:  Hug Your Customers  First, Break All the Rules
  • 22. Contact information Kim Proctor Customers That Click www.CustomersThatClick.com/contact Blog: www.KimProctor.com Twitter: www.Twitter.com/retaincustomers