What do you leave with your clients that makes them remember you?
What sets you apart from the next Photographer or business owner? This thought crossed my mind as Caleb, our K9 waste cleanup guy, left our home last Wednesday. Let me tell you a little bit about my appreciation for Caleb. He does my least favorite job. As you may know, life is busy and I am sure you can relate. I have children, a husband, I cook, I clean, I workout, I fold endless amounts of clothes and have a job that keeps me busy. So, you can imagine my excitement when I saw a flyer offering "K9 Waste Cleanup" in my neighborhood. It was an offer to take my least favorite job off of my shoulders, and for a reasonable fee no less. Let's just say that it was easy for me to justify! I went home and read more about the business. I was so impressed. This could have been the end of the story but it's not.
What I've learned from my K9 Waste Cleanup guy and how it can apply to you & I.
Caleb showed up, on Wednesday at 9:oo am, as promised. May I add that he did not look a day over 18 and his business ends in LLC? He also had the biggest smile about doing a job that doesn't make every one grin. I was impressed by all of this. He was finished in less than 30 minutes. I was speechless. This was some kind of record that I had never obtained! It felt like it could be one of those "too good to be true" kind of deals. So with some hesitation I walked outside to see how far my $9 investment had taken me. It didn't appear as though we even owned dogs by the time he left. I had just made a purchase that I felt good about and there is something rewarding about that feeling. Can you relate? It was done right, for a reasonable price and I was excited that I didn't have to look around for anyone else. I had found the right person for the job!
Loyalty, Incentives and Referrals
I came back inside and was very pleased. I realize that I hadn't done the job, but I had hired someone amazing and I was excited to check it off my list. It was time to go pick up my son from Preschool so I headed out the back door to my car in the garage. About twenty minutes later we came home and Noah made it to the door before me. He was pretty excited about what he saw. There in front of us were two treats for our dogs and a note that said, "Thank You" with Caleb's name and phone number. Noah quickly gave the treats to the dogs. I was pretty blown away at this point. I realize this isn't a big deal, but it is when you are not used to this kind of service. He didn't have to give me anything more than a job well done but he did. At this point, he created a very happy and loyal customer. How can I apply this to my business? How can I never let another customer leave without expressing to them how much I appreciate them? It's a great question to ask!
As if a job well done isn't enough, this young man offers more! Caleb offers incentives if you prepay, a free week if you refer a friend and a discount for senior citizens who are 65 and older. How smart is he, for such a young entrepreneur? He has created such a loyal customer that I'm now giving my family gift cards for his services. I would not have thought that a year ago I would be giving a gift card for K9 Waste Cleanup to my Mother-In-Law, but I just had to.
Months have passed and Caleb shows up at 9:00 am sharp each Wednesday. He thinks my Mother-In-Law is a nice lady and my Mother-In-Law loves him too. She thinks he is such a smart young man for leaving bones for her dogs and doing such a great job on her yard that is 10x the size of mine. We're moving soon and I'm trying to figure out how I can make it worth his time to come out to our home. You see, when you go out of your way to WOW your customers then they will stick with you. They will send their friends and family to you. They will want others to experience that level of customer service too. I encourage you to be that business owner, today! Find ways to create loyalty and referrals though impressing and exciting your customers to the point of leaving them speechless. Provide that service to your customers and then enjoy a successful business in the years to come!
Laura owns Pretty Presets and is the co-founder of Rock The Shot Forum. She is married to a man in uniform and they have two beautiful children who keep life exciting. She loves life and the opportunity to work with others. When she's not working she enjoys spending time with family and friends, photography, the gym, chocolate and being outdoors.