Is it Important to Know your Customers?

[DUNBAR]

Poll is coming



I have customers that I did work for a near as two months ago, they call and I either don't recognize their voice, don't know their location and have to ask for directions again.


In the beginning, I had this issue whipped given the small numbers of people I was dealing with and now I can't even remember first and last names...

I usually figure out I've been to the property with the last two or three turns on streets leading to the home to remember/recollect what I've done and how it went.


Do you think it hurts the image of your business.....or do you think the customer applauds the situation understanding that when you're a good plumber, you'll be busy and it's possible to get lost in the mix....?


At this point.....unless I recognize your voice.....I have to ask you for everything again and I'm not at my computer to look them up, hell I don't even have that software and I really don't think I'd want to spend the time loading it all in to a database. Too much down time and sometimes my customers don't call back for years.

[Drain Medic]

I would say in certain situations yes. I remember almost all for some reason. As soon as they give me their address or say their names, something just clicks.

[PLUMBER RICK]

i think the advantage we have as a sole proprietor is that we take the call, and do the work. the customer is dealing with the boss and not a different employee every time.

heck, i even had 10 of my customers that went to our(joey) wedding.

i have a personal connection with them and it makes it much better than just a customer.

rick.

[Josh]

From a customer's perspective I would say yes. Any Contractors that have done work at my house before I sorta expect to remember what they did before. I know its an unrealistic expectation but I still have it.

Josh

[cpw]

If they don't recognize my name or voice, I think that is normal. They're gonna have lots of customers and you can't expect them to remember them all.

If they did work very recently (say the last week or two), and I have a problem I would hope they know me after telling them my name.

If I haven't talked to them in a while (more than a few weeks), I kind of expect them to know who I am once I tell them my name and what they did for me before.

If it is even longer than that, I would hope they know who I am after they walk through the door.

[stxrus]

yes, it is important, especially for a small shop. i don't always remember a voice, but name or address will kick the old memory. we have some very obscure address/locations here so i don't feel bad about asking for directions sometimes. i also retain my notepads so i can look up pertinent info as needed

steve

[DUNBAR]

Man, I really need to get with the program because I'm horrible with this.


I can look at the names and addresses only on my job tickets and if I don't read what I did, I could not tell you the time the day or the place and what I did.

I'm heading back out to do even another water heater, but like the last two, no steps, I don't even have to pull this one out because it's a 80 gallon electric and homie's not taking that up the steps. :tongue:

Another late one tonight......:happydance:

[papadan]

I have right at 3000 cranes that I service on a regular basis, that is monthly to yearly. Add another 500 or so that are one time deals or i only see them every few years. This all relates to about 5-6 k maintenance people and operators that I know. Some people i have taken care of thier equipment for more than 20 years and I still do not remember very many of thier names. I know the company locations and can tell you anything you want to know about any crane they have, but not the persons name that calls me. :confused::D

[Josh]

Looking back I didnt read this closely enough. I expect contractors to recognize me after they see me. As far as voice, I don't think its reasonable to expect people to pick up on who you are unless you do business all the time.

Josh

From a customer's perspective I would say yes. Any Contractors that have done work at my house before I sorta expect to remember what they did before. I know its an unrealistic expectation but I still have it.

Josh

[plumberscrack]

I would hope that you are not spending so much time on the phone with your customers that you would know them by voice. Once name or address was given then sure.

We have a caller ID system that linked to our dispatch software. Brought up the customers account on the computer screen before we even picked up the phone. Pretty pricey but well worth it when we are slammed. No need to write down redundant info already in the system.

[Gene Bickford]

For the most part I remember the situation, But names not so much. I file all my invoices by address in case of new owners Its easy to find the particulars Re that job and if its still the same owner and says this is Gary from summer st. I can do the oh yeah Gary, how you doing? as I'm fumbling through the file. I even write down the names of their pets.
I think it's important to the customer to know they are not just a number.

[All Clear Sewer]

Man, I really need to get with the program because I'm horrible with this.


I can look at the names and addresses only on my job tickets and if I don't read what I did, I could not tell you the time the day or the place and what I did.



I`m really horrible at this as well so dont feel to bad. I do so many jobs in a day I cant remember where I started in the morning some times.

[SlimTim]

Well, I know how I feel when I go to the bank and they call me by name. And any retail establishment that recognizes me, even in a small way, (like, it's good to see you again, you like bacon on your chicken salad sandwich don't you?),they've got my business forever!
The prevailing attitude at most businesses, at least around here, is "why are you bothering me, can't you see I'm on my cell phone, give me your money and don't expect service, much less a smile".
So yes, to a reasonable extent, I would say it is important to acquire some system for remembering not only customer's names and the streets they live on, but also some small personal thing which endears you to them
Unless ofcourse you work for Roto Rooter and they're not going to call you back anyway since you raped them on the first call. (In which case you might want to remember the name of who's out to get you.)

[Service Guy]

Well, I know how I feel when I go to the bank and they call me by name. And any retail establishment that recognizes me, even in a small way, (like, it's good to see you again, you like bacon on your chicken salad sandwich don't you?),they've got my business forever!
The prevailing attitude at most businesses, at least around here, is "why are you bothering me, can't you see I'm on my cell phone, give me your money and don't expect service, much less a smile".


I agree, people love personal service. That is why I am keeping my service business small. I want to develop a relationship with my customers that lasts over time, like plumberrick and others have done here by staying small.

No offense, but service companies with 10+ techs are just not personal enough for my taste, guys come and go, and the customers hardly ever get the same person each time. Just my opinion.

[westcoastplumber]

YES, YES, YES

The only time I get an address from someone is a new customer

the customers calls and they introduce themselves and tell me their problem, thats it.

I keep an updated customer list on my truck, which is hard to do at times because I have been picking up a lot of new customers lately, but off each invoice I enter them into my accounting program.

I then print this updated list out and keep it safe in the van, all I write down is the problem, the date and time, the rest I have on my customer list.

I believe this helps me look more professional, if the customer calls a big company, they have them in their computer, same as me, all from my office on wheels:D

[haycad]

there is a rare few i remember it usually comes back a few blocks down the road. i like the hi you changed out a kitchen faucet for me 4 months ago, and than a long pause. :confused:

[Tyman]

I try to remember but it somehow it slips my mind. I have had a couple embarrassing moments of awkward silence.

[AFM]

"Is it important to know your customers" absolutly not, they drive on crazy, they phone you day and night, expecting you to fix their plumbing problems, how ungratfull they are and the only good part is waving them good bye with one hand and holding the payment in the other.

Tony

[gear junkie]

I try to remember each customer and once I see the house, everything clicks. I have sporadic memory loss so it's embarrsing when I can't remember a customer.

[rooter-mania]

Most of my customers are repeat customers that I've known for years......
we are on a first name basis..... Now I have a logo to make..... and I'll be back..