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Treat Your Clients Like a Skinned Knee

We all know we need to treat customers well, but there is no manual or blueprint that tells us how to do it properly. Unfortunately for many a contractor, the treatment of customers is left to each individual’s interpretation. Some think showing up on time while bidding the cheapest price is good customer service, while others believe that charging more and over delivering is what constitutes going above and beyond for the customer.

Today is your lucky day because I’m going to make it easy for you

Customer service has nothing to do with your price or your product, instead, it has everything to do with treating people like a skinned knee. What do I mean by that? Well, I was listening to a podcast the other day and the commentator mentioned how his Grandmother would smother him in kisses if he fell and skinned his knee.

So, do you remember when you were a little kid first learning how to ride a bike?

Your Dad finally thought it was time to take off the training wheels, so one sunny Saturday afternoon, there you were sitting on your bike next to your dad (without wearing a helmet, knee pads or elbow pads mind you) as he prepared to jettison you down the driveway and towards your first taste of freedom. Now, if your dad was anything like mine, I’m sure he said “Don’t worry, everything will be fine, I’m standing right here”.

Which was soon followed by me crashing into something

And when I did, skinned knee and all, I ran into the loving arms of my Mother who doted on me as if my leg was falling off. Warm compresses, kisses, ice cream — all things that made the boo-boo feel better and made me less likely to leave a skateboard at the top of the steps for my Father.

This is the picture I want to paint about how you treat your clients

Those warm compresses, kisses and bowls of ice cream are what constitute above and beyond customer service in today’s world. You see, in the big picture analysis, you aren’t competing against other contractors in your field, you are competing against the homeowner’s expectation of being treated well, and treating them like a skinned knee is what will allow you to maintain premium pricing while developing quality referrals over the long-haul.