One of my clients recently sent out this email a customer who was mid-project:
“I’m just checking in to make sure you are happy with your project and the progress so far.
If you have any concerns or issues that would prevent you from giving us a 5 Star Rating at the end of the project, please let me know, and I will address it ASAP.
We can’t wait to see the finished project! Thanks again for choosing us!”
This was simple, direct, and powerful. As the owner, he demonstrated to his client that he was involved in their project and concerned about their happiness with the progress that had been made. More importantly, he gave them a chance to bring up any concerns they had so that adjustments could be made and they could rectify any problems.
Instead of waiting until the end of the project for the customer to say, “I wish you would have…” they were given the opportunity to speak about any concerns so that him and his team could ensure the project ended on a high note.
In this case, the client immediately responded to the email enthusiastic about how the project was going, “MARVELOUS!!! Definitely get a 5-star rating. Chip gets 6 stars. Project moving along smoothly. Some problems, but taken care of immediately. All workers are polite and knowledgeable in their craft. Carolyn right on point and really helped with the design. What else can I say?”
This email further solidified the client’s satisfaction with their project and choice. It was a short, simple email that kept communication lines open and made sure that they were doing everything they could to receive a 5-star review at the end of the project.
I hope this example encourages you to keep the lines of communication open with your clients so that you can be proactive is solving problems and doing everything you can to ensure satisfied customers for years to come.
Running a successful remodeling business is about doing the ‘little things’ – this is an example of one of those little things.