More Time for You has been spending some time thinking about ways to continually improve our housecleaning, lawn care and handyman service. In a new book titled “Now Build a Great Business”, they challenged everyone to seek input from their customers. We decided to heed their advise and a little over a week ago we asked all of our housecleaning customers the following question.
“Based on your experience with us, on a scale from one to ten, would you recommend us to others?”
The results are in – and we are pleased with what we heard. We had a really high response rate. An our overall weighted scale was 9.4/10. 88% scored More Time for You a 9 or a 10. So from that perspective we are very pleased and believe our customers are as well.
More Time for You has developed a new customer service theme this year. We want to earn a 10 on every housecleaning, mowing or handyman job we perform. Our new theme is…“Merit Ten From You.” It looks like, while we have a pretty sound foundation. We still have some work to do.
What did we learn and how can More Time for You be attentive to the answers we heard?
First, we have to continue to enhance our communication. We are already in the process of updating our follow-ups and we are planning a phone service upgrade in the fall.
We had several comments suggesting house cleaning product enhancements and we will explore additional green cleaning products and will seek additional cleaning product suggestions or enhancements.
There were some questions about discounts for customers using our lawn care, mowing or handyman services. We do offer a handyman discount for house cleaning customers, but will seek a better way to communicate our policies.
It was also suggested that we survey too often, so we need to find a happy median there as well.
We are pleased about how our maid service was rated and we want to thank everyone for sharing their housecleaning feedback and for trusting us in their home.
For those of you interested, here is a link to the Now Build a Great Business Book. http://www.nowbuildagreatbusiness.com/