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Just realized a client's blunt feedback saved my business
About six months ago, a commercial property owner told me my crew's cleanup was sloppy after a re-roof job. He said, 'I like the work, but I won't call you again if I have to pick up nails myself.' That stung, but he was right. So I changed our process: every crew now does a final magnet sweep and a visual walkthrough with the client before we leave. Since then, I've gotten three referrals from that same guy. Has anyone else had a tough piece of feedback that actually pushed you to make a real change?
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noah4153d ago
And letting him walk the site with you shows respect that keeps clients coming back.
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nora_park723d ago
You ever had a client who told you exactly what you didn't want to hear, but it turned out to be the best thing? Getting blunt feedback is rare and most people just ghost you or never call back. I'd say put that walkthrough on a checklist so you don't forget especially when you're tired and just want to leave. Also make sure you have a good magnet that can handle metal shingles or siding if you work with those. The key is making the client feel heard and showing them you actually took their input seriously. That guy sounds like a keeper.
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