How do you win the new customer?

Here’s a recent “real-life” story of my own need for service. The water fountain in our front entryway was filled with algae and dirt from the birds that love to drink and bathe in it. Time for a professional cleaning.

I researched online to find a local fountain maintenance company and discovered three options. I took a photo of the fountain and emailed all three on Jun 29, 2015 at 3:16 PM with the same wording: 

1.) “Can you please give me an estimate of the cost to clean the fountain in the accompanying photo? Thank you.”

    Company #1 responded at 4:42 PM with the following:
 
    “Hi Elaine. For that size fountain we usually charge $95 for pressure wash/drain water, refill & add chems (depending on    distance). Thank  you. [Zambezi Pool & Fountain Services LLC, company info and contact information.]” 

2.)  Company #2 responded on July 1, 2015 at 12:19 PM with the following: “Normal service call  $85″ (No name, no salutation, absolutely  nothing else!) 

3.)  I never heard from Company #3 at all. 

4.)  Company #1 owner, Michael, continued to engage me through email. 

Here’s the exchange:

Me: “Thanks, Michael! I’m located at [street intersection]. Does the $95 fee still apply?”

Michael: “Oh ya, [street intersection] is in our location, no extra charge for mileage. Thank you. Michael

Me: “Great! When can you come?”

Michael: “Hi Elaine. If we don’t run into any repairs tomorrow doing regular cleaning route, we should be able to be there by Friday. If that works for you, if not we can swing by Monday morning. If u want to forward address over or text me later today that would be greatly appreciated. Thank you. Michael”

Me:  “Friday is perfect! [address]. [telephone] (in case you need to call). Thanks! Elaine”

Michael: “Sounds great! If I run into any issues I can text you/text when im on my way. Thanks again for contacting us at [company name]. See you Friday morning. I will call when I’m about 30 min. away. Thanks again Elaine! Michael”

On Friday morning, Michael called saying he was about 20-30 minutes away. He arrived with all his paraphernalia and engaged me in conversation. He was delightful in his manner, polite, and helpful, offering fountain maintenance tips. I could tell that he loved what he did.

After he completed the service, I took two of his business cards and said I would definitely call him again. Our fountain is now sparkling clean.

The icing on the cake

At 12:24 PM, the same day as his service, Michael email me with this:

“Hi Elaine. It was SUCH a pleasure to meet you today officially. [😉] Just wanted to forward your invoice/receipt for cleaning today on fountain. Thank you again for contacting us at [company name]. Greatly appreciated. Give me a shout when you want me to come out again for another cleaning/or any other work you might have. I really appreciated the positive feed back you gave me earlier today. If you have time to write a review via email, and than I can post it to my website. I’ve been meaning to start doing that, just keep procrastinating. [:)]   Thanks again Elaine!!

Thank you. Michael”

I happily offered Michael a testimonial he can use in his marketing materials. Plus, I’ll go one step further. Check below for the url to his website for fountain and pool cleaning in the Phoenix area.

Now, I ask you… isn’t this the type of customer experience that wins the customer? This type of engagement contributes to your brand reputation.

Testimonials

Testimonials

Elaine Fogel.

I have a medium sized, pool waterfall that leaked badly due to its age and cracks.  It's color had faded as well.  A reputable pool-pump business gave me Michael's name at Zambezi Fountains and Pools.  After initially contacting Michael, I provided pictures of the waterfall so he could provide an accurate estimate. He provided a competitive bid and explained exactly what he would do to solve the problems, including bringing the color back to the feature. So, he was hired.  He kept me posted during the process and explained what he was doing and why.  The results were excellent!  The waterfall looks great and there are no more leaks. I'm sure the fix will last form many years.  Michael was very responsive and sincere in his communications as customer service is his main goal.  You won't go wrong with Zambezi! 

Tim Zimmerman

ElaineFogel.net

(3 simple ways to win the new customer)