Key 6 of 9 ยท Customers
Service
Great work every time, so customers walk away saying "wow".
What this Key covers
- Planning and booking the work
- Quality standards, and checks
- Keeping customers in the loop
- Fixing problems and complaints
Who it matters most for
Owners who check every job themselves, or get the call when something goes wrong.
What a buyer may ask
"Will customers stay when the owner leaves?"
Customers who stay and send their friends are a big part of what a buyer pays for. That only holds if the quality doesn't depend on you.
Three questions to ask yourself
- 1Is the quality the same when I'm not there?
- 2Where do we most often have to go back and fix work?
- 3How do customers hear about progress or delays?
Why it matters to you
Great work every time, so customers walk away saying "wow" and come back. Fewer problems land on your desk.
A practical first step
Pick one problem that keeps coming up on jobs. Write down each time it happens for a month, and why. Then agree one change to try.