Going the Extra Mile – “A little goes a long way”

January 25, 2016

You’ve heard the expression “A little goes a long way” and when it comes to customer service, giving a little extra can solidify a long-term customer. It’s important in business today, where customers are aggressively pursued, to put effort into customer service and creating customer loyalty. For your staff to have the most customer interaction, it’s important to incorporate “going the extra” mile into their daily activities.

Here are some simple things you can do when servicing a customer that will show your company goes above and beyond:

  • Leave a hand-written note on their invoice each visit, pointing out something specific about their property. Some examples are: “I see you’re doing a great job watering your lawn” or “You need to water more” or “I love the new flower beds.” Something like this says you’re interested in their property.
  • If there is an object(s) left in the area you are spraying, move those items onto the porch or somewhere the customer can easily gather them and move back into their correct place.
  • Leave a newsletter with your invoice giving the customer information about their lawn, trees or shrubs, updates and specials that could help them make smart decisions about future services. A single page is enough.
  • Bring up empty trashcans if they are left at the bottom of the driveway.
  • Be aware of your surroundings and make sure you shut all gates and doors tightly before leaving the property.
  • Send a monthly email blast with timely information about diseases, pest or potential issues for the customer to look for.

No customer has ever complained that a company over extends themselves. If you exceed a customer’s expectation you can almost guarantee loyalty. In addition, a happy customer will spread the word and make sure others their community know you are the best in the industry. Take pride in what you do and the “extras” that can make your company exceptional.