I see too often that we complain about clients that are picky, difficult and sometimes downright dirty.
But, I received an email from a newer client of mine today that made me feel good about myself and thought I’d share it.
What the heck… the weather is getting nicer, clients are casting compliments… share the love and show us what folks are saying nice about you.
Here is the email I received from the corporate office of a larger account that I service with construction needs… I take care of 35 restaurants of theirs in NE Ohio. I got together with them about 2 months ago now and just asked them how they have felt about my services so far.
“As for feedback that I have received. Everything has been very positive. The group likes your attention and fast response and your quality has exceeded the expectation of the group. The few pricing issues I have heard about have been rectified or accepted without issue. <!—-><!—-> <!—->
<!—-> <!—->Thanks for caring. Our past experience has been that most of our vendor partners don’t.”<!—-><!—->
When you’re this good, EVERYONE wants a crack at you!
Replies
Pete,
Good for you. It is always nice to hear that you are appreciated.
Did you receive this unsolicited or were you asking what they thought about your service?
I ask because I have often thought of contacting previous clients and asking them how they viewed the experience, good or bad.
I solicited this. Just quality control on a larger, newer client... I like to keep up on how they view my services to be certain a problem doesn't come about to spoil the relationship.
When you're this good, EVERYONE wants a crack at you!
http://www.petedraganic.com/
" your quality has exceeded the expectation of the group"
hey Pete - you exceed my expectations too! The group is getting larger.
;)
Welcome to the
Taunton University of Knowledge FHB Campus at Breaktime.
where ...
Excellence is its own reward!
aw shucks Piff... yer gonna make me blush.
When you're this good, EVERYONE wants a crack at you!
http://www.petedraganic.com/
It's a dirty job, but somebody has to do it!;)and yes, it feels good when they speaak well of you doesn't it?
Welcome to the Taunton University of Knowledge FHB Campus at Breaktime. where ... Excellence is its own reward!
Bravo!
Mike
Hey, Pete !
You going to give them the keys, or wait til their check clears ? ? ?
Ha !
Greg
Don't be a twit ;-). Post some good news that a Client has bestowed upon you.
http://www.petedraganic.com/
Edited 3/26/2007 5:23 pm ET by PeteDraganic
Good for you man. It's nice to hear good things from clients.
Thoughts determine what you want,Action determines what you get
I was hoping that some of you other guys would have good news to share too....
http://www.petedraganic.com/
I get alot of positive feedback from customers. And alot of repeat business.
Problem I have been faced with lately is customers of the GC's I sub from calling me directly for repeat work. I call the GC and talk over what the customer wants, if he wants the job, etc... Kind of a pain. I take it as good feedback.
But they do all the advertising and keep me too busy so I don't mind handing over the jobs if they want them. Most of the time they tell me to take it. Thoughts determine what you want,Action determines what you get
"The few pricing issues I have heard about have been rectified or accepted without issue. "
that's the best part ... they think yer almost too expensive ... but love the work and workmanship! Perfect!!
job I'm at now, the wife works from home and husband is either in the office or on the road when I'm on the job ... so we rarely bump into each other.
When we do .... maybe one a week or so ... he still rushes over to shake my hand and thank me "again" for helping them out ... and always asks ... "is there anything else U need from us" ... and each time throws in "we so thrilled with the work done so far".
and I just got the plumber in to do the rough so far!
if their impressed with demo and rough framing ... wait till they see me actually do some finish work!
Jeff
Buck Construction
Artistry In Carpentry
Pittsburgh Pa
Pete,
Last evening I met w/ clients to review a separate painting issue. As I am about to leave, the architect calls the client, says he's nearby and asks if he can stop over?
I wait to meet with archy b/c he hasn't seen the project in a while.
Before he arrives, Mrs. Client says, " I am so glad you introduced us to him, we really like what both of you have done on our project."
Made me feel good.
I'd say that you're smart, soliciting their feedback. It's likely to remind them not to take you for granted and also prompt them to say good things about you to other potential clients.
I think I've missed the mark with many good clients, by not keeping in touch with them. Just a seasonal card, letting them know I'm still alive and in business.
You raise an excellent point.
Too often, happy customers say nothing but we hear from those that have a complaint.
It is good to get a real confirmation of approval from a client.
Keeping in touch with good clients is also great advice. I've learned that sometimes clients will forget about you, even though they like you... so it is good to keep them familiar with you.
I recently landed a big account (the source for the compliment I posted) I also have my foot in the door with two other huge accounts now. I have been more adamant about keeping contact with them. regular follow up calls keep me from getting forgotten... however, I call infrequently enough to not become a bother. Emails are another great way to keep in touch without being burdensome to the recipient.
http://www.petedraganic.com/
There's a landscape photographer, Nick Zungoli, who has a studio in my area. http://www.theexposuresgallery.com/ Couple times a year he mails out post cards with one of his latest photos. His work is quite unique and he does a fine job of framing them for sale too. I've bought a few of his photos and therefore receive his postcards. In turn, his cards remind me of his studio and what nice gifts his photos make.
It occurs to me that hiring a good photographer to take photos of my best work would not only give me something to keep for the future, it would allow me to present my work to clients in an artistic way which could be memorable. A simple postcard with a great photo would speak for me in ways that no social gesture could.
Hey it's never to late to send out a card to say "Hi I'm still here". You've only missed the boat so far.... Do it this week.Stu
That ship has sailed Stu. I'm retired from contracting, just build for myself now.
Well thank you for the reminder/motivation to do that myself!Stu
Nothing like a good compliment to keep ya going.
My favorite compliment was from a gal I worked for who told her friend I had a nice butt. Ended up working for the friend too. :)
Mike
My story is a little, well . . . left handed. The shoe is on the other foot, in a way.
I've got a contractor friend that I throw a lot of work to, a real good guy, and our business relationship goes back many years. In this case, I'm the job, he's the worker.
Guys quite colorfull, a real roughneck. I mean, when we're working, he's cussing every other breath when things don't go quite right. He does excellent work, and we have a good rapport. We treat one another with respect, and I never question what he does for me. He performs, and I pay him well, and on time.
So my Mother, who he's met a few times over the years, had a bad car wreck on Tuesday - fell asleep at the wheel. I was talking to my friend and mentioned it.
Who do you think showed up at the hospital with flowers ? ? Yep. Pretty nice compliment about our business relationship.
Greg
this might be a good place to re-tell my story about my buddy Joe.
Joe was a long time lead carp with a high end design/build firm.
Lotsa hand holding with lotsa high maintenence customers.
twice a day ... walking in thru the door first thing in the morning ...
and walking out the door at the end of each day ...
Joe would get the customer and ask ...
"Any questions, comments,concerns or issues?"
on long remodels it doesn't take too long before the customer is trained and before Joe could ask ... they'd say ... "Nope, no questions, comments, concerns or issues at the moment" ...
it's a catchy little phrase ... I throw it around all the time. Works great.
Jeff
Buck Construction
Artistry In Carpentry
Pittsburgh Pa
Another lead carp for the company I work for uses a similar phrase, especially on voice mails--"let me know if you have any questions, comments, or concerns." It is pretty catchy.
What's the difference between a concern and an issue anyway?
"This is a process, not an event."--Sphere
And I'm a legitimate certifiable Tool Whore.--Dieselpig
I dunno ...
but U gotta cover yer bases!
many the times was when I'd hear a customer list one for each of Joe's catagories though ...
Helps to flush stuff out.
Jeff Buck Construction
Artistry In Carpentry
Pittsburgh Pa