Years ago my husband and I decided to update our dated backyard, so we interviewed a few landscapers. We found the first landscaper at a garden expo in Raleigh. We chatted with him for quite a while at the show and genuinely liked what he said to us. His brochure looked great so we thought he would do a great job. When he came to the house, however, he asked very few questions and wrote very little down.
After a few weeks went by, he finally emailed his drawing, which a 10 year old could have done. He gave us absolutely no information on what plants he would plant or how much it would cost. Horrible. We never called him back.
The second landscaper also had an awesome brochure. He asked questions, wrote things down and suggested plants for our yard. We both loved him! We never heard from him again.
Eventually we hired a company a friend recommended. They had a nice website and asked many questions like the first two companies, but they did something the others didn’t. They emailed us back and followed up! They sounded genuinely interested in us and were incredibly warm and friendly. Did we hire them? Absolutely.
Second impressions are just as important as the first one. If you promise to call someone back. Call them back in a timely manner. If you promise to meet someone at a specific time, then be there at that time. I can’t tell you how important it is to your business! It can seriously make or break you. Follow up on all your proposals and follow through on all your promises, each and every time.
Your second, third and tenth impression should be just as awesome as the original one was.
You can have an awesome website, but if you take too long to reply to voice mails and emails, you will lose the customer. People today have the attention span of a goldfish, so you have to be quick with your replies! You also have to deliver what you promise or again, you will lose the client.
Consistent over-the-top customer service is the key to a successful business.