As you probably know by now (and if you don't you will find out), customers will come and go. Most interactions with any type of business is rather unexceptional. 

Look at your own experiences. Do you remember feelingany real importance from any businesses you purchased from lately? Likely not.

The marketplace is filled with competition, not only direct competition but indirect competition (anything wanting their money and attention).

A service business has a lot more importance on 'likability'. We have an intrusive service that goes inside their homes and businesses. Most of us take this trust factor for granted… and that's a mistake.

The customer's feeling of her interaction with you (or your employees) decides  whether your service will be used again (or referred to a friend). If anything about the interaction bothered her, you're gone. I don't care how good of a job you did.

We feel that because we do a good job our customers will be mesmerized… but as far as they know your competition does just as good of a job… and they may be likable.

Keep your customers by doing these:

• Friendly first contact. ALWAYS answer the phone with enthusiasm and don't be afraid to be interactive (joke a bit too). Loosen the mood (did you know it's proven that light humor instills trust?)

• Always smile on the job, but be professional. Don't stare or look around too much or the red flag will pop.

• Always sincerely thank them once the job is complete. Don't thank them like a cashier at Wal-Mart would. They are the lifeblood of your business and if you want that to be a long relationship, go the extra mile.

• Send a thank you. A couple days after you complete the job send a written note or card thanking them for allowing you to help them. DON'T ask them for anything! If it turns into a sales piece you'll damage relations. Send them an offer AFTER the thank you.

• Keep in touch. Have you ever heard of 'out of sight, out of mind"? Well that is not more true than with a service they may use once or twice per year (in fact new customers will likely have forgotten your business name the day after the service). Stay in their mind and you will stay in their thoughts.

No matter how 'high quality' your service is, that isn't enough. All of your marketing should have a little personality thrown in. Look at your competition; if you want to all blend together and duke it out over price, be my guest…

If you want to stand alone, you know what to do.

have a good one

Paul McQuillan

p.s. If you need my help in growing your business I now have several options for you. Check them out by clicking here