Coates on communication. Chase Coates, owner and founder of Outback Landscape in Rexburg, Idaho, prides himself on good communication with customers. That’s how he built his business from a high school venture into a top-notch business. Coates offers his three best tips for better communicating with the customer.
Have a presence. Customers can’t find you if you’re not putting yourself out there. Besides tried-and-true practices like direct mail and advertising, also make sure you have a presence on social media pages like Facebook. We also have all our trailers wrapped in reflecting film which really stands out. It actually serves two purposes. We do a lot of snow plowing, so it’s a safety thing. When you shine a light on our trailers it gets incredibly bright and you can’t miss it. But I think the second thing it does is help customers remember us.
Be responsive. If a customer calls you, call them back. It sounds so simple but so many companies let those calls slide a few days and that’s how you lose customers. You need to answer your phone when you’re in your office and when you’re not, call them back that very same day. If you’re not the one calling personally at least have someone get back to them with the information they need. The truth is that a gesture as simple as not promptly returning a phone call already starts to put negative thoughts in the customer’s head. They start to think: “If he’s not calling me back now, what happens when I have a problem and really need someone right away?” Bottom line: answer your phone!
Talk intelligently to the customer. Give them an explanation about what you’re doing instead of assuming they won’t understand. And actually solve problems for them. Don’t just try to sell them stuff. There’s nothing more obnoxious and that’s a quick way to lose your customer’s trust. If we’re going to do a job for you, we’re going to explain why it’s important and what exactly we’re doing. The best thing you can earn is your customer’s trust.