In the portable restroom industry, the importance of word of mouth cannot be overstated. So many of us receive our next job thanks to an existing customer’s recommendation.
When someone has had a good experience, they’ll happily share your details with their friends and family who, in turn, will be much more likely to reach out to you than go searching online or in phone books.
That’s why we want to highlight the role word of mouth can play in your business’s success. Believe us, it goes further than you think! Here are some tips on how to get people talking about your company.
Bad service will fall below your client’s expectations, good service will meet them, but amazing service will exceed expectations. Start wowing your clients by showing up punctually, placing paramount importance on cleanliness, and having the best products for the job.
Then, go the extra mile as a business owner. Be approachable, and communicate directly with clients when you can. Be a presence so that they’re not just dealing with a company, they’re dealing with you, which is much more personable. Little touches like remembering a client’s birthday, getting to know them by name, and following up after a job can all make you more memorable and your services remarkable.
Be flexible also. Don’t be afraid to throw in discounts or extras when you’re able to. Just limit the instances so you’re not “cheapening” your product/service. Customer satisfaction simply means making the customer happy. Think about what would impress you as a customer — a fair price, top-of-the-line service, the highest level of cleanliness, reliability, friendliness, great customer care — and combine it all.
Don’t just come in, place your units, and leave. Make sure you’re there for your customers, ask them about their plans and needs for the job and see how you can help them achieve these.
Hire staff that are courteous and reliable and who know the value of customer service. They are the face of your company after all, and who the client will meet. Don’t let bad hires bring down your reputation. A friendly, hard worker will really leave their mark on a customer’s memory. Unfortunately, so will a bad one!
Make sure your offices are easily contactable, with someone answering the phone and emails quickly. And remember that honesty is crucial. Don’t set unreasonable expectations, telling someone you’ll be out earlier than you can be, leaving them waiting around. Customers value honesty.
Not all word of mouth happens between friends and family. If you’re buying something online, you’re more likely to purchase the product that has better reviews. The same goes for the portable restroom industry.
Start gathering the feedback of your customers, using forms handed out in-person or by email, or survey tools like Qualaroo or Survey Monkey. Get permission to put these on your website, with the customer’s name and/or company listed beneath. They’ll be extremely helpful in attracting new clients.
Remember that business talks to business. A huge amount of jobs in the service industry come through personal recommendations, and many more come from reading company reviews. You want your business to stand out as one that is known for providing exemplary service and customer care, one that your customers will be more than happy to rave about.