How many referrals do you receive per month? Receiving referrals can be organic but you can increase the number of consistent referrals you receive by creating a customer service checklist that provides a "wow" experience and creates raving fans.
Here's a sample checklist for a service-based business that involves ensuring every interaction is positive, personalized, and exceeds expectations...
- Respond to inquiries within 1 hour during business hours.
- Have an automated, friendly acknowledgment email or message if outside business hours.
- Use the customer’s name.
- Thank them for reaching out and express genuine enthusiasm.
- Ask open-ended questions to fully understand their needs and expectations.
- Listen actively and take notes.
4. Personalized Solutions
- Offer tailored solutions or services based on their needs.
- Provide clear, concise information about how your service can help.
- Offer flexible scheduling options.
- Send a confirmation email with all relevant details (time, date, service specifics).
6. Pre-Service Information
- Provide helpful pre-service instructions or tips.
- Share what they can expect during the service.
- Arrive or be ready on time.
- Communicate any delays proactively and provide a revised ETA.
8. Professional Appearance
- Ensure all staff have a neat and professional appearance.
- Wear branded attire if applicable.
- Greet the customer warmly.
- Maintain a positive, helpful attitude throughout the interaction.
- Deliver the service to the highest standard.
- Pay attention to detail and ensure all tasks are completed thoroughly.
- Explain what you are doing and why, if appropriate.
- Answer any questions the customer has patiently and clearly.
- Thank the customer for their business immediately after the service.
- Send a follow-up email summarizing the service provided.
- Ask for feedback on their experience.
- Provide an easy way for them to share their thoughts (e.g., online survey, email, phone call).
- Respond to any feedback received promptly and professionally.
- Offer solutions or corrections if there were any issues.
- Send periodic updates or newsletters with valuable information, offers, or tips related to your service.
- Personalize communication based on their previous interactions and preferences.
Building Long-Term Relationships
- Offer loyalty programs or incentives for repeat business.
- Inform them about any referral programs you have.
- Remember their special occasions (e.g., birthdays, anniversaries) and send personalized messages or offers.
- Periodically check in with past customers to see if they need additional services.
- Maintain a database of customer preferences and history to personalize these interactions.
- Invite customers to special events, webinars, or community activities you’re involved in.
- Share success stories or testimonials from other customers to build a sense of community.
- Occasionally offer unexpected perks or upgrades.
- Send a handwritten thank-you note or a small gift as a token of appreciation.
21. Consistent Excellence
- Regularly review and improve your service processes based on customer feedback.
- Train staff continually to ensure they deliver outstanding service consistently.
By adhering to this checklist, a service-based business can create memorable experiences that turn customers into raving fans, fostering loyalty and positive word-of-mouth.
