In this video, Jonathan tells you what you need to do this week to keep your best customers happy.
I’ve got an idea for you that will make you more money and it will allow you to provide better service to your top clients. My suggestion is today, identify your top 10 clients. These are the clients that make you the most money, contribute the most profit, and are the ones that you absolutely do not want to lose and that it would be painful to see them cancel and walk out your door.
Figure out who the top 10 are, go out to their properties and walk their entire property. Look for anything that your team can improve upon. Look for all the problems and then create to-do’s or schedule that service to get done, and then look for all the opportunities around the property. What could you proactively tell your client about, even if it’s not something your company can take care of? For example, if it’s a homeowner and you notice that the lock on their fence is broken, or it’s about to lose a screw, or you notice that the water level in their pool is low, anything.
Those 2 examples might be things you don’t take care of but let them know. Just send them a little email and say, “Hey, today I was out. I was walking the property to make sure that our team is taking the very best care of you and while I was out there I happened to notice that the screw on your gate is about to fall out. I went ahead and tightened it for you, but you might want to eventually get a fence company up to take care of that. I also noticed that your pool level was a little low, and you might want to fill that up to make sure that it doesn’t affect your pool equipment.”
What could you do along those lines to show fantastic service, a few little extra things that’ll cost you hardly any extra time when you’re already out there inspecting the property, and then proactively take care of the potential issues that the client might eventually notice that could get you fired? When you point out these little things, several of the things you do point out the customer will say, “Yeah, let’s go ahead and take care of that.” These would be things that are right within your house of services that you provide. Some of the things that you do provide they’ll say, “Yeah, please take care of that.” That’ll make you money. It’ll pay for that trip to their property to provide fantastic customer service.
Today make your list of your top 10 clients. Get them on your personal to-do list for this week and go say hi.
