Here’s a quick question that I need help with. I feel that after completing the job with our carpet cleaning customer I should do something to “solidify our relationship”. In other words, I want to make it easy for them to do business with me again in the future.
So, two questions:
1) Who offers a good bottle of spotter and/or refrigerator magnet to leave behind with the customer?
2) In addition to the spotter and magnet what other items would you suggest as excellent “leave-behind items”?
I want to dramatically increase the WOW factor for my satisfied customers. Any additional idea you might have would be greatly appreciated.
Feeling Generous in Oakland
The second best marketing ploy I ever came up with (and as far as I know I “invented” it) was leaving a bottle of FREE “Lifetime Replacement” Spotter with every single customer. The return on these bottles over the years was phenomenal (The cost? A little over a “buck a bottle”!) and I highly recommend you implement this strategy. Use whichever manufacturer/distributor you choose, but I have to say that Jon-Don has taken this strategy to new heights with their Spot Out Custom Label Program.
All the best,
P.S. Now what do I consider as the best marketing strategy … ? You already referred to it in your message. “Wow” the customer and make them into a Cheerleader for your company!
While things like brochures, spotter bottles and refrigerator magnets (we used all of them) are good, don’t fool yourself into thinking that a homeowner will become a Cheerleader just because you give them a trinket. (It should only be so easy!)
Customers become Cheerleaders because you (or, even harder, your techs) have built a professional relationship with them by displaying an attitude of care and concern while you consistently create positive Moments of Truth inside their home. It’s that simple … and that complicated!