how to build repeat business & referrals

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Exceeding Customer Expectations Painting & Decorating Contractors of America Annual Conference Kim Proctor Customers That Click

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

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Page 1: How to Build Repeat Business & Referrals

Exceeding Customer Expectations

Painting & Decorating Contractors of America Annual Conference

Kim ProctorCustomers That Click

Page 2: How to Build Repeat Business & Referrals

Must exceed expectations

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

Meet customer

expectations ≠Loyalty

Page 3: How to Build Repeat Business & Referrals

Must exceed expectations

Exceed customer

expectations1.Repeat business2.Referrals =

Page 4: How to Build Repeat Business & Referrals

Exceeding expectations

LL BeanJetBlue AirwaysAmazon.comTargetAppleTrader JoesCostco

Page 5: How to Build Repeat Business & Referrals

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

Page 6: How to Build Repeat Business & Referrals

The best company=

Service

Craftsmanship

Page 7: How to Build Repeat Business & Referrals

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

Page 8: How to Build Repeat Business & Referrals

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

Page 9: How to Build Repeat Business & Referrals

General expectations

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

Page 10: How to Build Repeat Business & Referrals

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.

Page 11: How to Build Repeat Business & Referrals

Understand expectations

What do your customers expect?

Page 12: How to Build Repeat Business & Referrals

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

Page 13: How to Build Repeat Business & Referrals

Exceed Expectations

What would exceed expectations?

Page 14: How to Build Repeat Business & Referrals

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

Page 15: How to Build Repeat Business & Referrals

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

Page 16: How to Build Repeat Business & Referrals

Connections

Management

Employees

Customers

Page 17: How to Build Repeat Business & Referrals

What is required from you

Gather & share information Of expectationsOf progressOf areas for improvement

Constant reinforcement Commitment to the all the above

Page 18: How to Build Repeat Business & Referrals

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

Page 19: How to Build Repeat Business & Referrals

Measure effectiveness

How do you know if you exceed expectations?

Ask your customers

Page 20: How to Build Repeat Business & Referrals

How to measure

ALL THREE: Conversations with customers

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

Page 21: How to Build Repeat Business & Referrals

To help you….

Books: Hug Your Customers First, Break All the Rules

Page 22: How to Build Repeat Business & Referrals

Contact information

Kim Proctor

Customers That Click

www.CustomersThatClick.com/contact

Blog:

www.KimProctor.com

Twitter:

www.Twitter.com/retaincustomers