3 Way to Impress your Customers Before you Even Start the Job
Let’s talk about radio silence, shhh…
No one heard you because you didn’t speak.
I’m Ron Ramsden and I’m a DYB coach, I’m also a painting contractor right here in Northern Massachusetts.
What I mean by radio silence is from the day you book the job until the day you start the job.
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Then you show up at the customer’s house, and perform the work to be done.
The customer never hears from you except maybe a day or two before and you let them know you’re coming.
Well, think of it this way… the customers feel lost, they feel forgotten.
They don’t really know if you are going to show up or not.
Let’s help you stand out above everyone else.
And how do you do that?
You stay in touch.
These are the 3 ways we stay in touch:
- via email
- in writing
- attach a video to email.
A video is easy, record one on your phone, upload it to YouTube and then attach the YouTube link right inside your email.
And this is a big hint when you are attaching the video link, in the subject line, maybe you put “Proper step one for painting, please see the video.”
When “video” is used in the subject line, it gets opened 19% more often.
Our first video that goes out talks about color.
A lot of people have a hard time finding a color.
We tell them where they can go to find colors, which stores.
We also talk about sheens, if they don’t know; a lot of times people have the color but they don’t know what sheen they want.
We also want to talk about if they are having a really hard time finding colors.
We’ll introduce them to a color expert, an interior decorator.
They can always touch base with you and you can always say, “hey, if you are having a problem, please give us a call and we will forward you a great referral that can help you out.”
And then a little while after that, depending on your space and timing in between the booking and the actual performing the work, the second email goes out, “what to do prior to us arriving”.
We’ll talk about furniture, we talk about pictures, we talk about electronics, delicates.
We talk about who is going to move what.
We are going to move the big furniture, generally, for us it usually is this way.
As well as what to do with the TV mounted to their wall.
We also explain that we wrap that with plastic. We also want to talk about drapes and window blinds and all that.
Some people want to change their blinds and their drapes and we also tell them the way it can come off.
If they can’t do it we can do it for a nominal fee.
And then the third email goes out.
It usually goes out 3 days before we are ready to start the project.
It also reminds them of reviewing the previous video, you can link to it.
On the last video what we actually talk about is us, our shop, our crew, and bathroom facilities.
We just remind them of those few things, that we are going to need a little area either in the garage or the room to store our equipment overnight.
We don’t want the animals getting into it, dogs, kids, things like that.
Or maybe if it’s outside we do an exterior project under a tree, behind the garage.
We are going to need a little area to put our things in. And also any last questions, please let us know.
And we remind them about the color, we need the paint colors.
“If you haven’t yet please get them to us right away”.
This is all common sense to a lot of us but our customers aren’t expecting this.
The customer is not hiring a painter every day. They are not having work done in their house all the time.
So a lot of times they are lost in all of this. Have you ever shown up at a job and the room looks like they weren’t expecting you?
Well, maybe you didn’t tell them what you needed them to do.
Save all that time and get right into the production that you are hired to do.
Also, you’ll be top of mind for these customers.
There’s nothing like a customer having coffee with a co-worker and they are both having some work done on their houses.
And your customer tells them how much you were in touch with them; I mean talk about raising the bar high!
I’m Ron Ramsden and I’m a DYB coach. I’m also a painting contractor, north of Boston Massachusetts.
I help painting contractors work on their business so they don’t have to work in their business.
Have a great day!