How to Launch a Million Dollar Local Business in 27 Days- Day 3: Developing your customer service mindset
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Today you’ll see how we build awesome customer service experiences into the core of the company before we even launch…
This is Day 3 in our Zero to Launch in 27 Days series. Yesterday, we figured out what the competition sucked at.
Today, we’re going to weave those failure points into the plans for our business.
Let’s get moving!
Now that we know what our competitors are doing wrong, we’ll use those same ideas to inform every step of our marketing, branding and communication to the customer.
Applying Yelp Pain Points to our business
Here’s how that looks as we’re framing out our company’s competitive advantages:
1) We will guarantee our arrival time within a 2 hour window
(Yesterday’s pain point: folks didn’t show up when they said they would)
2) We pay for no-shows. If our teams don’t show up and our customers aren’t notified, then their next lawn treatment is free.
(Yesterday pain point: companies not showing up)
3) We’ll leave a note on the door after each scheduled cleaning showing exactly what we did.
(Yesterday’s pain point: people didn’t know if the lawn care service had been there or not)
4) Free and thorough grass removal and disposal
(Yesterday’s pain point: grass had been left on the property)
5) We offer a 200% Guarantee! This meant that if our customers weren’t satisfied, we would return to fix their lawn. If they still weren’t happy with our service, we would then also offer a full refund.
(Yesterday’s pain point: This addresses a general pain point that all customers have of hiring a team, getting poor service, and then still having to pay)
6) There are no contracts, and customers can cancel service at any time.
(Yesterday’s pain point: being locked into contracts and having difficulty cancelling services)
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7) We will return calls within 30 minutes during regular business hours
(Yesterday’s pain point: calls weren’t being returned)
8) Emails will be returned within 15 minutes during regular business hours
(Yesterday’s pain point : emails weren’t answered sometimes for days)
9) We will confirm all additional services by email before proceeding
(Yesterday’s pain point: services were being provided that customers had not requested)
10) We include a strict “no rain” policy! If rain was expected within 3 hours of our treatment, we would notify the customer by phone.
(Yesterday’s pain point: services were done in the rain, when there was no benefit to the lawn)
Putting ourselves in a position to win!
We found the things that customers hate most and we’ll communicate our solutions through our marketing and actions
So this is stuff that a lot of companies skip as they’re planning. We take a very simple and practical look at the way we can position ourselves to win, and we make sure we infuse those things into our copywriting, branding, and customer service mindset.
We’ll be well ahead of the game when clients see that we’re positioned head and heels above the competition.
Think of Zappos or Amazon.
Oh and speaking of Amazon, looks like they to have figured out that there are a lot of opportunities to be had at the local level.
There is a gold rush going on now at the local level, and there is a lot of money to be made.
And these pages will provide you with the information to get moving and set yourself up to win!
Okay, tomorrow we move onwards to Day 4 where we start thinking about our website and how to incorporate these ideas into our branding.
Sign up anywhere on the blog to be notified of updates and CLICK HERE FOR DAY 4!
Tools and resources:
Groovejar – Conversion Rate Optimization Tools
Launch27– Booking form and scheduling platform
GrooveLearning – Facebook Group, Training, and Motivation
Themestreet– Local Service WordPress Themes
Peek over my shoulder as I share everything on my journey to $1,000,000 in monthly revenue.
We’re learning a lot and so will you.