Secrets to Keeping your Customers Happy by Ruby Newell-Legner

By Ruby Newell-Legner, CSP

This article was originally published in Colorado Green Magazine.

This article highlights portions of Ruby's "Secrets to Keeping Your Customers Happy" Training Program. To learn more about Ruby's programs visit http://www.rubyspeaks.com/programdesc.asp.

When my husband and I built our new house, the landscape contractor had been instructed by the builder to install the standard "one tree and four bushes" in front of the house, but we didn't want our front yard to look like the rest of the neighborhood.

On our daily visits to the site, we noticed the landscaping crew working diligently as each home neared completion. I learned the pager number of the landscape foreman, Frank, from one of his crewmembers. After paging him, I was pleasantly surprised to receive a return call within minutes. I asked if he could meet with my husband and me to discuss options.

From the very beginning, Frank took the right approach by asking," What did you have in mind?" I mentioned that we wanted an island area in the middle of the lawn with our tree and four bushes. We also wanted some large moss rocks on the island and inquired about prices.

By asking us questions, Frank found out that our first priority was to create an original look for our yard. Secondly, we didn't want all four bushes the same. Finally, we wanted to get our yard in before the cold weather arrived.

We were also interested in having our backyard landscaped. Since it was not included in the price of the house, we requested an estimate. Before we ended the conversation, Frank repeated what we had told him to make sure he understood what we were looking for in each yard.

After telling us that we would hear from him in the next week, he contacted us four days later to tell us that his boss had not had time to get the estimate to us but that he was working on it. He wanted to assure us that he had not forgotten.

Within the next few days, Frank arranged a meeting at our new home.

He had picked out two moss rocks that were very unique and within our price range.

We used a can of spray paint to paint an outline of the island and indicated the placement of the rocks. He also showed us two varieties of bushes that would compliment the rocks and tree.

The front yard was finished the day we moved into our new house. We were very pleased with our unique design and we assured Frank that he would be the contractor of choice to landscape our back yard. He wasn't ready to start the work on our backyard as soon as we moved in, but we needed an instant dog run for our four-legged, furry children. Frank became our resource for gravel and fence materials for the kennel. He didn't provide those services but recommended a company that was able to deliver products the same day we placed the order. What a great resource our landscape contractor had become!

What Frank did right: Tips to create happy customers:

*Remind your crew that they are being watched at all times. Their attention to detail and their work ethic is on display throughout any project. As people drive through the neighborhood, they develop a perception about the company based on what we observe. Frank and his crew were always hard at work, demonstrating high standards of professionalism.

*Ask the client what is most important to them in completing the project. Asking questions is the best way to get to know your cliental. A good phrase is, "Let's assume that this project is over. Looking back, what needs to happen for you to feel that the project was successful and a good investment?" It's a mouthful but very effective. When Frank asked us questions, he figured out simple ways to meet our needs instead of just providing generic services. Most service providers skip that part. They begin by selling whatever they currently have to offer without keeping in mind what the customer wants.

*Repeat back the information that was discussed to make sure everyone has the same game plan. Active listening is an important skill in developing relationships, with both clients and co-workers. When you provide a recap of a discussion, it says you care enough to get it right. It reassures the customer that they have selected a contractor who will pay attention to detail and get the job done right.

*Keep in touch with the client and update them on the progress of the project. When Frank called just to tell us he didn't know anything yet, he left the impression with us that he would follow through. "No news" in the service industry is not "good news." It is necessary to keep customers informed throughout the project so they don't give up and call another contractor. Customers want to feel like they are your only client. Even if they aren't, there are simple ways to make them feel like it.

*Add value to the project by becoming a resource. Give more than is expected.

Offer suggestions and become a resource for your clients. They have hired you because of your expertise. Your advice can help them make wise decisions. Remember, when your project looks good, you look good.

As service providers, we know our clients have a choice to work with us or any of the others in the phone book. Always give them a reason to be so pleased with your work that when their neighbor needs your services, they will automatically think of you for the project.

To schedule training or to see when Ruby will be presenting in your area, visit www.RubySpeaks.comor call Ruby's office in Littleton, Colorado at 303-933-9291

Ruby Newell-Legner, Certified Speaking Professional, is considered the pre-eminent Customer Satisfaction Expert in the Leisure Industry today. For over two decades Ruby has been helping organizations make exceptional customer service a way of life.

Secrets to Keeping your Customers Happy!