The sales presentation has been given, the job is booked, the crew has been scheduled. The cleaning job is finished on the day of the appointment and the money is collected. Now is the job complete? Not quite! One final step remains, perhaps the most important step in the process the follow up.
Follow up with a customer a few days after the cleaning by sending a "Report Card" to residential customers. Place a telephone call or e-mail if they prefer to the contact person at a commercial account. Their contact preference should be established early on commercial work.
If they are dissatisfied for any reason, they will welcome the opportunity to express their complaint as soon as possible. Immediate follow up allows you to quickly rectify any negative situation before emotions are heightened and become irreparable.
A prompt follow up also avails you of the opportunity for a second sales presentation. A customer who is pleased with your service is very receptive to future cleaning offers.
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