I firmly believe that timely and helpful communication wins you customers. Be available and your value goes WAY up!
At a certain point, I decided to start paying for a service to clear the snow in the winter. Some years, it feels not worth it, but years like this where we are getting bigger snowfalls every week or two I am LOVING it. They've been by 3 times in the last 24 hours to get rid of the snow, while I sit nice and cozy in the house. Throughout the day yesterday, I was getting emails to update me on when they were planning on sending folks out and even a text message to alert me that a plow was on the way.
My previous service never communicated. We would hope somebody would come and sometimes they didn't come in time so I'd have to clear my own path out. I had to reach out to them consistently to try to find out if they were going to be there today or not. When I shifted to the current service and got that first email, it blew me away. This was what I needed, this allowed me to plan. It became a differentiator for me and kept me staying with them now for 3 years and even recommending them to others. That small step of communication was so key to keeping me as a customer.
Even after they broke my front step patio stones.
Every year.
At least they replaced them with non-matching stones?
Ah well, nothing's perfect ☺️
CREDIT: Photo credit to the Ottawa Citizen, sourced from Reddit
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