Setting expectations is one of the key components for any business to succeed. How can you build an excellent result into your business?
Set the stage!
I remember Mrs. Doxey saying yes to my proposal, on the spot! “I want you and your team to paint some rooms in my home.”
Let’s go ahead and schedule the work!
So, I immediately set the project start date for Monday the 25th.
Mrs. Doxey said, “I’m excited to get started on Monday, but how do I get ready for your crew to come paint?”
Here is what we came up with to send to each client upon being awarded any project:
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How we at ESP Painting ensure you are taken care of during your painting project:
- How to give us the colors: 1 week before our scheduled painting date – We will need your color selection. This is located on our “information sheet” where you can fill in your colors for the rooms selected to be painted. If you have them ready now, let’s fill it out otherwise I will email this “information sheet” to you.(there are also other questions pertaining to use of bathroom, cleanup, paint storage, parking vehicles, etc. on this sheet)
- What “To Do” before we arrive: I’ve also attached a “To Do” Checklist for you to go through like what do I do when I remove a nail from the wall but I want to put the picture back up? This form will be emailed to you with your signed contract.
- Communicate the day before: I will call your the day before to verify the start time and let you know your crew leaders name and information. I will answer any questions you may have as well.
- We will arrive on time: Your crew will arrive between 8 and 8:30, traffic sometimes hold us up a bit. If we are later than 8:30 my crew leader will call you to let you know they will be a bit late, does this work for you?
- We will review the scope of work before starting: When our crew leader starts the job he will quickly review the scope of work that you and I agreed upon today. He will verify the colors, sheens and paint locations as well. Please set aside 15 minutes to do so during our first day. Yes, you can leave after that, we will look after your home like it was ours. You are also welcome to watch us paint, but who wants to watch paint dry?
- Checking job progress: I do stop by and check the job, but I’m not able to every day. (I let the client know this up front during the sale of the job. If there are concerns I invite them to join Basecamp as a client! They see daily updates, see the scope of work and my comments.)
- What happens when the crew is done?: End of job walkthrough. We do not accept final payment until you have walked around the job and inspected it with our trained crew leader. You will have a chance to check out our work before paying.
- How we collect the final payment: At the end of the job your crew leader will have the final invoice with an envelope. Please put the payment in the envelope and hand it back to the crew leader to bring back to the office. If you’re uncomfortable with this, I can pick it up or you can mail us the check.
- Set up the testimonial: Lastly, your crew leader will do his best to get the job done right, we want you to be happy with our work and rave about us! The best way to do this is by doing a 5 to 10 second video testimonial with your crew leader at the end of the job. No, it’s not a requirement and most people actually find it’s much easier than they think!
- Touchups & Leftover paints: As you put your home back together you may find a left behind tool or knick the wall. If so, we want to hear from you. Call or email us. We will take care of it. All of our leftover paints will be labeled and ready to store for any future touchups.
Job expectations have been set!
This is part of the sales process. If you want referrals and video testimonials, set the stage for success!
But wait! There is more…
How do my crews know what is expected?
I asked them!
They are the ones who helped me put this plan together! It took us 1/2 a day to hammer out the details with my crew leaders and guess what? They helped build the system, now have ownership of it and expect each other to follow it!
The end result is that we all win.
My employees help create the system, write it up, train it and maintain it!
Are there systems you want to start in your business, but can’t seem to find the time to do it?
Here is an unsolicited post by Gabe Ewing:
I would be happy to help, let me know if you would like to discuss what 1 to 1 coaching is like and how it can improve your business.
Join one of our Mastermind Groups and discuss the DYB systems in detail.
DYB Cafe and all access to the DYB Community Group for just $1 click here !
P.S. It’s NO RISK to see what everybody is talking about. If it’s not for you, we’ll refund your dollar. Check it out here.
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11 Interview Questions For Hiring All-Stars.
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