Originally Posted by muddywater
I think you are right on. I have had customers go out of their way to sell jobs for me. I have one client that has personally sold 5 irrigation systems for me by on his daily walk. I have been doing landscaping for over 15 years and my eyes have really been opened this year about how to improve quality.
Usually, it is the little things that people are impressed by. I would try to brainstorm and examine how you can increase your quality. People really notice and appreciate the little things.
After a referral, I ALWAYS reward the client that has referred me whether it is a gift certificate out to eat, a free month of service, or a free irrigation service call.
Ya, the little things are where it's at. Bringing the trashcans from the curb for your clients, taking an extra 2 minutes to blow off the deck or porch if it's accessible, putting the newspaper by the front door if it's out on the sidewalk, when talking to your clients address them as Mr., Mrs., yes sir, yes ma'am..... You would really be surprised at how many people notice the little things and remember them. Some of our best residential customers (dealing with and pay rate) have been from word of mouth referrals and those are the types of customers you keep for years and years too.
I'm 31 and have been doing this since jr. high.... all I hear is how my generation is worthless and could care less, and basically my clients are right. So when you and your crew go out of you way to prove people wrong and show people that some still are decent humans it pays off.