The other day, one of my remodelers received what you see below. The homeowner wrote it when they filled out the Client Satisfaction Survey that is part of the Completed Job sequence in Remodelers AutoPilot.
‘Each day the kitchen and area were cleaned up and left so that it was not obtrusive to our family or daily routines. I liked that you were in touch with us each day on what you had planned for the upcoming days/week. Always on time – including the project finish. Will definitely call you for any future projects.’
It takes a lot of hard work to get feedback like that – but that’s Job #1 in your business.
Job #1: Give the client a great experience.
If you look at what the homeowner mentioned:
- Clean jobsite
- Communicated with us regularly
- We knew what to expect and what was coming up
- Showed up on time
- Project was completed on time
You don’t have to be perfect. You just have to be solid. You have to communicate. You have to keep things tidy. You have to work to deliver the project in the timeframe you agreed to. Call them if you or your team is running late.
Relax. You don’t have to be perfect.
And Job #1 for you and your entire team is to give the client a great experience.
Last thought: A great experience for your client makes the marketing and sales side of your business easier, because a happy client comes back to you for more work and they tell their friends about you. That’s one more reason why Job #1 is: Give the client a great experience.
Go to Google and type in your business name.
Most likely, on the right side of the page, you’re going to see your business listing.
And most likely you’ll see something like this:
I’m not sure how many reviews you have, but if you’re like a lot of remodelers – you may have 0, 1, 2 or maybe 3.
Now look at this report from Houzz – Michael Stone linked to it the other day (what he wrote was really good by the way – read it here.)
Four in five renovating homeowners cite good reviews or recommendations as being very important when choosing service providers:
What this is saying is that online reviews are important.
And if you looked up your business and have 0, 1 or 2 reviews on Google – you need to work on that.
I have a nicely written email you can send to your clients that give them the steps for leaving a Google review for you.
If you’d like a copy of it just email me and I’ll send it over.
When you actually take a minute to ponder that word – to slow down and think about it a bit.
To look around your life and apply that word to everything that you have – It’s pretty easy to find things to be grateful for.
I don’t know exactly what that looks like or means for you, but I had a brief moment this morning where I pondered that word and it put any stress or workload or pressure or frustration in the backseat and changed my perspective on things.
So I wanted to share this thought with you in hopes that it’s something that makes your day a bit brighter.
Secondly, I’ve been opening up my coaching calls lately with:
How can I help you today?
What can we discuss that would be of great value to you?
So I pose that to you – you know me a bit and what I do – how can I help you today? What can we discuss that would be of great value to you? Please reach out and let me know!
The second best business decision I ever made was 7 years ago – I hired a business coach to help me in my business. There’s so much that you can’t see and figure out when you’re in the middle of it.
Everyone needs a coach. Perhaps I can help you in that role. I offer a complimentary coaching call here, please consider signing up for it.
A little while back in my free private Facebook group for remodelers (called Remodelers Community), I posted this:
‘Tell me one piece of advice you would offer any remodeler.’
Here are a few of the responses that I thought you would benefit from hearing:
- Learn how to sell projects. Not in a stiff formal way, but rather in a relaxed how can you help your clients get what they want and need
- Set a work schedule and stick to it. The more you offer up of yourself and your time, the more people are going to take it. Everyone needs time off – working weekends is NOT mandatory.
- Think Big! Think Change! Too many remodelers stuck in the “old ways”
- Don’t loose track of your customers after the sale. Make sure you are on job sites talking with your customers, leads, and subs. Frequency of interaction builds trust. Don’t just come around to pick up progress payments.
- Hire Kyle Hunt to help you learn marketing and sales
- Find your niche
- Know your costs
- Learn how to operate the robots that will replace installers in the next 10 years and learn to use the programs that will replace your designers In all seriousness, look to future, things will change rapidly
- The owner should always take a paycheck
- Measure twice cut once
- Know exactly what your markup is and apply it to every single job, no matter how large or small.
- Know your strengths in the business and weakness… don’t be too proud to look for those that can make your weakness become your strength.
- Revenue Flow…. Trailing liabilities…. Leads, Leads and more leads.. Always do a little more than you say you will
- Do what you say you will do