So there I am this morning, finishing loading up to go do a job. My phone rings and it’s my client. She’s calling to confirm when I will be there and then says that they are going out to run some errands. Maybe they’ll be back before I arrive. Maybe they won’t. And then she laughs and asks “You remember the (security) code, right?”
When I responded with a laugh that perhaps she should remind me, she “har-rumphed” (kiddingly) and said “I thought you had that written down.”
“No.” I laughed. "I don’t write down such codes for fear that somone with nefarious intentions might gain access to them. (Yes, I really did use the word ‘nefarious’. :rolleyes:)
After she made sure I had the code, she said that they would be back whenever and to make sure to make ourselves at home… water and pop was in the fridge… fresh iced tea… and let her know if I wanted her to pick me up something to eat… or I could just help myself to whatever was in the kitchen… etc… etc… etc…
So what is my point?
I have absolutely terrific clients who entrust me with whatever I might need to help make their lives easier. Mind you that todays’ client gives me bushels of work; That her dogs get excited when she tells them that I’m bringing my wife to play with them; And so forth. Mind you also that when I schedule with this client, I make myself fully available with a “never give up attitude”, no matter how hot or cold it might be, regardless of how tired I might be (save to the point that safety becomes neglected). That’s the way it is with every client.
Many of my clients often tip me (quite well I should add), and in more ways than just money. I honestly couldn’t say how many times I have been asked to sit down for breakfast, lunch, or dinner; Couldn’t even begin to list “stuff” given to me.
I have clients who ask for my opinion about other aspects of their homes or lives. I suppose it makes sense as I am inside of their private sanctuaries and inside of their lives. I have provided a shoulder to cry upon and been a congradulator of their achievements. I suppose I am more than just the service I provide.
After 26 years of home service calls, I have developed my own ‘code’. I suppose it’s a combination of things that I do; The manner with which I treat my clients; It’s my ‘code of conduct’. And therein lies the answer as to why I don’t remember their code.
Herschel, you must be a really nice guy. I love working for people like that. I had a similar new exterior resi window job this May. I met them for the first time when I gave them my bid, so they didn’t really know me. When I went to do their windows they said- “we have coffee, cokes, or water to drink and of course bathrooms. Please feel free to make yourself at home.”
This reminds me- people used to treat each other this way all the time. What the heck has happened to people?
This will date me but I can remember a neighbor leaving coffee warming on the stove for the milkman. He delivered the milk, put it in the fridge, had a cup of coffee, then washed the cup and rinsed out the pot.
Bankers were respected at that time, not known as con artists. Doctors spent as much time as needed with you without extra charge, and a person could make a living and raise a family by selling shoes.
We earn our customers trust and respect by treating them right and developing relationships with them.
It don’t get no better then this.
We too have clients like that. One in particular chased us around with Godiva chocolates another fed everyone venison chili and beer after the work was done. We almost always receive tips as well. I can’t tell you how many times I have to tell them how I would love to chat with them all day but I really have to get cleaning windows.
We are not like the may tag repair man who comes out once every ten years, I’m in many clients homes 4 times a year, and relationships build.
I just got a garage code this morning for a job tomorrow. Lol
Thanks Herman!! I certainly love this business. And it does my heart good to know that you and your wife enjoy the same benefits. I’ve always felt from your videos that your sincerity should garner you some outstanding clients.
Thanks Sue!! I think everyone is capable of unleashing their inner awesome, and thereby brightening someone else’s day. It’s all a matter of choice. And that reminds me of an old adage (somewhat modified):
“The quickest, easiest way to get something is to have given it first, freely, sincerely, and without expectation of any return of the like.” (I usually bring up that saying whenever a discussion is related to the subject of respect.)
Dale, you hit it right on the head!! It took me a number of years to realize and understand that business relationships are exactly like dating: First meetings, getting to know each other, making committments, etc… Build and maintain great repoir with everyone you meet and you will win in immeasureable ways.
Nodding my head in agreement, Steve!! Yesterday I paused (twice) just to hand down curtains that they wanted to change. And then I hung the new ones after I was done with each window. Yes, there is work that we need to get done. But a few minutes of our time to treat clients as more than just clients is priceless. And of course, having the garage code means that you are trusted and are able to just go in and get to work.