They Keep Coming Back
It was 5am on a brisk October morning. I found myself kneeling in a puddle of last night’s beer in a deserted club. I thought to myself, I really must do more of this. You see, whilst I was on my knees, I wasn’t paying homage, but I was being thankful.
We found ourselves back working in a large commercial premises, it was exactly 51 weeks to the day since we’d been there. This was odd, because normally we’d go in there 3 or 4 times a year. So I was pleased to be back, on my knees cleaning chairs at 5am.
It’s something we do for our commercial customers, we fit in with their needs so that they can continue their operations without disruption. Our quick dry system ensures that the chairs which we’d finished cleaning by 7am were well and truly dry for the 10am opening.
Whilst I was on my knees though I began to think about how sometimes our customers drift off for a while, but invariably they come back. Why do they drift away but more importantly why do they come back.?
We price ourselves deliberately as a premium service. We know that there are a lot of cheap carpet cleaners out there, but we’re happy to not be one of them. We’re also very busy, although we always find time for our regular commercial customers. So sometimes someone might get a cheap price. Sometimes a less busy competitor might be able to get there a bit quicker.
We know we’re good, 92% of our work is repeat or referral so a lot of people use us again and tell their friends about us. We offer a satisfaction guarantee, so it would only be very rarely that we’re trumped on quality.
Why do they come back? After 20 odd years in the industry, we’ve seen it time and time again, invariably they come back. The answer in our mind is that we are very good at what we do. We offer exemplary customer service and guarantee satisfaction and as one of our Property Managers says; “If Chem-Dry can’t get the mark out, it’s not coming out.” Our customers like what they get from us and they tell their friends about it. We’re honoured to have been serving the local community for so long and even more honoured when they come back to us after being away for a while.
“If you think it’s expensive to hire a professional. Wait until you hire an amateur.”
