References Make a Difference!

Hi Everyone,

I thought I'd post an email that I received the other day. This window cleaner was asking how to go about asking his window cleaning customers for references. Have a wonderful day.

Steve

Hello Steve,

I am a little over a month into it, the postcards are bringing in calls and jobs. I have printed out almost every kind of artwork you sent me (tweaked very little), and have figured out how to make my own small full color small yard sign for less than $5 and have been leaving them in customers yards for five days after I clean their home. I have the thank you letters and magnetic business cards.

One question is; I swear I read somewhere in your manual about a survey or something to ask the homeowner if I can use their name and # on my referral list, where is that? Do you have a letter that you have used that I can look at? And can I send it with the thank you or should I wait a few more days? Should the thank you letter and survey be on the nice paper also?

Another question is if I send a survey or whatever to a customer then what size envelope do you suggest I use so I can include another envelope inside for them to return the survey? The only size I could find that a #10 envelope fits into is a 9×12 catalog envelope.

Your information is great, and with Gods help I am on my way to building a great window cleaning business.

Thank you,

David

My Response:

Hi David,

Good morning and I'm glad you're out of the gate and working it. Just remember to stay consistent with it. Good things happen as a result of consistency.

Excellent ingenuity on figuring out the yard sign angle. Very good.

I didn't actually send a survey or anything like that when I asked a customer if I can use them as a reference. I asked them at the end of the job if I can use their name as a reference. This is when they're the most excited about the window cleaning service that you just performed, so in my opinion this is the best time to ask them. Here's what I would say:

"Nancy, one of the ways our business has grown and continues to grow is through the use of references from satisfied customers. When we present estimates to folks interested in our window cleaning service, we like to include a few references. So would you mind if I were to use your name as a reference?"

Assuming they say yes (almost all will), then I would follow up with:

"And we've found from experience that when listing a customer name as a reference, it's much more effective if we also include their phone number. I did want to stress though that if you allow us to include your phone # along with your name, you will rarely, if ever, get any phone calls. The simple fact that there is a phone number listed is usally all that matters."

And then just see what she says. That's all there is to it.  At some point down the road, you will want to send a testimonial request letter to customers you've completed jobs for. These testimonials can be included within your estimate package to enhance it even further.  Plus some can be placed on your website (if you have one or plan on getting one).

If you do send a testimonial request letter to them, I did include a self addressed stamped enveloped in with my request.  You can purchase smaller envelopes for them to send their testimonial back in.  So the original request gets sent in a #10, but the envelope included in the mailing is smaller.

Thanks once again for your comments David. Please keep me posted. Take care for now and have a great day.

Regards,

Steve

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