As a consumer, we all have minimum expectations from the companies we do business with. But, attaining minimum expectations is not what makes us continue business. At the Account Manager Excellence workshop in Atlanta, Georgia, Ken Thomas and Ben Gandy of Envisor Consulting explained it is the “Extra Mile Service” landscape and lawn care companies provide that fosters loyal and happy customers.
Here are six keys needed to attain the gold standard of excellence in customer service:
1.) Convey image of professionalism – matching, clean uniforms and clean equipment and trucks.
2.) Be knowledgeable – come prepared to answer any questions that the customer may have.
3.) Be proactive about communication – let the customer know when the crew would be there, how long and what service will be provided.
4.) Respect the neighbors – do not blow debris in their yard, keep noise to a minimum (turn off equipment as people approach their house), greet the neighbors with a smile.
5.) Respect property – pick up newspapers, close gates, etc.
6.) Follow up communication is key– a phone call to check on their satisfaction after the service is paramount to success – both in terms of retaining that customer and gathering feedback on how to improve service.
The next Account Manager Excellence Workshop will be held in Las Vegas, Nevada on September 5 and 6, 2018. Learn more about this workshop here.