how to build repeat business & referrals

Exceeding Customer Expectations

Painting & Decorating Contractors of America Annual Conference

Kim ProctorCustomers That Click

Must exceed expectations

No longer good enough to satisfy a customer or meet their expectations.

Meet customer

expectations ≠Loyalty

Must exceed expectations

Exceed customer

expectations1.Repeat business2.Referrals =

Exceeding expectations

LL BeanJetBlue AirwaysAmazon.comTargetAppleTrader JoesCostco

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

The best company=

Service

Craftsmanship

What it sounds like

“We are committed to quality workmanship, courteous customerservice and beautiful, lasting results. At Catchlight, our goal is to exceed all your expectations.”

From www.catchlightpainting.com

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

General expectations

Remember me Communicate with me Work with me Make my life easier Don’t overpromise Be honest

General expectations

CommunicationSpeed, 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.

Understand expectations

What do your customers expect?

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

Exceed Expectations

What would exceed expectations?

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

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

Connections

Management

Employees

Customers

What is required from you

Gather & share information Of expectationsOf progressOf areas for improvement

Constant reinforcement Commitment to the all the above

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

Measure effectiveness

How do you know if you exceed expectations?

Ask your customers

How to measure

ALL THREE: Conversations with customers

During and after the job Surveys – email, paper Google your company name

To help you….

Books: Hug Your Customers First, Break All the Rules

Contact information

Kim Proctor

Customers That Click

www.CustomersThatClick.com/contact

Blog:

www.KimProctor.com

Twitter:

www.Twitter.com/retaincustomers