The most important thing when falling short is making things right immediately. But all of this has to be done uly caring about other people can't be taught.

By showing some type of appreciation for their business (other than just saying a platitude like 'thank you for your business'), we can leave a lasting impression on them and 'wow' them. If we can provide these things, and on top of that do something they don't expect like send a personal, hand written thank you note or a small gift or go out of our way to help them with something unrelated they will truly appreciate us as, not only as a company, but as an individual. The question we have to ask ourselves is 'What kind of experience is the customer expecting from my service, and how do I meet AND exceed that expectation?' As a consumer, we all expect a few things in our experience with a company: 1) good communication, 2) an honest service, 3) a knowledgeable company representative, 4) the best valuable possible. The experience customers have through the whole process will leave a great impression on them. In speaking of 'wow' moments.there are always things we can do to leave a lasting impression on customers regardless of our industry. Referrals come naturally as we build a loyal customer base. It can be challenging to do that when we're dealing with thousands of customers, but we try to ensure we've hired individuals who are able to represent the company in a good light, who can communicate well, and most importantly bring on individuals who actually care about other people. Building a relationship with customers is one of the most important things we can do as a company.

We also make sure to contact our customers 10 days after each service guarantee job we provide to make sure everything has been addressed and taken care of. If a customer refers us to someone who signs up on our service, we provide them with a $50 credit. If a customer rates a 4 or 5 stars, we try to contact them to: 1) thank them, 2) to see if they can take a min to provide feedback on our facebook and google pages, and 3) ask if they know anyone who might benefit from our services. If a customer rates anything below 4 stars, we'll contact them to see what we could do to address their concerns. In our CRM, after each service we provide the customer receives an email to rate the service with either 1 star up to 5 stars. If a customer rates a 4 or 5 stars, we try to contact.

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