Trust from your customers...
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Today is August 4, 2011.
Wendy just hung up the phone with a customer we cleaned for the first time ever.....upon the completion of the job, the lady of the house paid the cleaner just like they should. BUT two weeks later....today, we recieved a check for the invoice from the husband...a double payment. Wendy called the husband, explained, and offered to return his money....his reply was, "Just keep it, we'll find some windows to clean someday...."
Now.....how can a brand new residential customer assume we are a trusted company and be willing to just let us keep his money? I've never met him; he called the office and talked a salesperson, never saw a sales person in person...just was introduced to us by our cleaner...Obviously, he has a preconcieved notion that we are in fact a trusted company to do business with. Where did that come from?
Our Brand...just having our brand out there gives people a sense of comfort in doing business with us BEFORE we actually do the work. This is from all of us owners building the same business with great customers that will use us no matter where they go and are proud to refer their friends....This comes from seeing our people, our vans, and our name everywhere window cleaning comes to mind. I'd bet my bottom dollar they wouldn't leave their money with our competition!
Wendy just hung up the phone with a customer we cleaned for the first time ever.....upon the completion of the job, the lady of the house paid the cleaner just like they should. BUT two weeks later....today, we recieved a check for the invoice from the husband...a double payment. Wendy called the husband, explained, and offered to return his money....his reply was, "Just keep it, we'll find some windows to clean someday...."
Now.....how can a brand new residential customer assume we are a trusted company and be willing to just let us keep his money? I've never met him; he called the office and talked a salesperson, never saw a sales person in person...just was introduced to us by our cleaner...Obviously, he has a preconcieved notion that we are in fact a trusted company to do business with. Where did that come from?
Our Brand...just having our brand out there gives people a sense of comfort in doing business with us BEFORE we actually do the work. This is from all of us owners building the same business with great customers that will use us no matter where they go and are proud to refer their friends....This comes from seeing our people, our vans, and our name everywhere window cleaning comes to mind. I'd bet my bottom dollar they wouldn't leave their money with our competition!
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