Construction Chat is a weekly chat on Thursday mornings at 9:00 a.m. Pacific Time. If you’re free, we’d love you to join us.
This week’s topic was client retention.
A lot of people recommend reading Dale Carnegie’s “How to Win Friends and Influence People.”
Here’s a video summary in 7 minutes.
[youtube=https://www.youtube.com/watch?v=9X6z0PDLePE]
Below are the questions as asked during the chat and some responses.
Q1. Do you have a system in place to follow up on clients?
A1: Yes. I have a system, not necessarily something like SalesForce, but my own spreadsheet/easy to-follow system. #constchat
— Sharon Gee Simms (@CircleDotMktg) October 9, 2014
A1. We are working toward this. #Constchat
— HagerCo (@HagerCo) October 9, 2014
A1: Yes, we follow our top accounts with our proprietary systems and also end users with different systems as well. #constchat
— Zircon Corporation (@ZirconTools) October 9, 2014
A1. Email and phone calls to follow up. And an Excel spreadsheet. #ConstChat
— Window Works CA (@WindowWorksCA) October 9, 2014
A1. I keep a database of info – the Arch/Eng to the GC’s & subs. Contact info is critical & so is knowing what makes them tick. #ConstChat
— iSqFt® (@iSqFt) October 9, 2014
A1. I use the CRM to remind to follow up with weekly calls to active clients and monthly to past clients #ConstChat
— Tony Booth (@anthonybooth) October 9, 2014
A1 & 2 – I utilize Outlook. reminders and speciality folders for follow up #ConstChat
— Sean Lintow Sr. (@The_HTRC) October 9, 2014
Q2. What database or program do you use to keep track of clients?
A2 I use Zoho #ConstChat
— Tony Booth (@anthonybooth) October 9, 2014
A2. We are currently testing different Marketing Automation and CRM's software. #Constchat
— HagerCo (@HagerCo) October 9, 2014
A2. Excel spreadsheet. #ConstChat
— Window Works CA (@WindowWorksCA) October 9, 2014
A2. I keep a spreadsheet or CRM to track it all.This is what real networking is all about. Know the guy who knows the guy. #ConstChat
— iSqFt® (@iSqFt) October 9, 2014
A2. CRM systems are not that complicated once you get used to them yet are very powerful #ConstChat
— Tony Booth (@anthonybooth) October 9, 2014
Q3. Do you have personnel solely dedicated to client retention?
A3. The entire team is responsible for client retention. Everyone is part of sales. #ConstChat
— Tony Booth (@anthonybooth) October 9, 2014
A3. The marketing dept. sends leads to sales/reps but we also follow up in a general way. #Constchat
— HagerCo (@HagerCo) October 9, 2014
A3. I always did that personally. Every contact can represent a value add opportunity in building that relationship. #ConstChat
— iSqFt® (@iSqFt) October 9, 2014
Q4. What happens when something goes wrong?
A4. Find out what's the problem and SOLVE it right away! #constchat
— AEC Daily (@AECdaily) October 9, 2014
A4. Everyone pitches in and represents the brand. That's how it should work. #ConstChat
— Window Works CA (@WindowWorksCA) October 9, 2014
A4. Solving it quickly is the #1 priority but it depends on the issue as who can solve it. Tech, cust serv, eng etc. #Constchat
— HagerCo (@HagerCo) October 9, 2014
A4. Own up quickly and take responsibility, have solutions. FIX IT. Making a guy chase you is the kiss of death. #ConstChat
— iSqFt® (@iSqFt) October 9, 2014
A4. We should! #constchat
— AEC Daily (@AECdaily) October 9, 2014
A4: Depends on the problem. All parceled thru project manager to approp. designer or sub. Meet/email, then he presents solution. #constchat
— Kelly Morisseau (@Kitchen_Sync) October 9, 2014
Q4b. Do you get together as a team and come up with a strategy to go back to the customer?
A4B – Yes, sales, marketing, operations, engineering, all get together to resolve and make the situation the best. #constchat
— Zircon Corporation (@ZirconTools) October 9, 2014
A4b. Yes, there's a team approach to solving problems. Two heads are better than one. #ConstChat
— Window Works CA (@WindowWorksCA) October 9, 2014
A4b. Big yes. We're big on teamwork here. Everybody can have something to add. We want the customer happy. #ConstChat
— iSqFt® (@iSqFt) October 9, 2014
A4b. Construction is teamwork and when there is a problem the team can solve it better. #ConstChat
— Tony Booth (@anthonybooth) October 9, 2014
A4b. Being responsive and not having an automated response to customer questions is so important too. #ConstChat
— iSqFt® (@iSqFt) October 9, 2014
Q4c. And/or is there ever a time where a refund / credit would apply?
A4c Definitely! And I appreciate companies that do that especially when they messed up. #ConstChat
— rubyrusine (@SocialSMktg) October 9, 2014
A4c. Yes, sometimes a refund or credit does apply. The customer is right 99% of the time. #ConstChat
— Window Works CA (@WindowWorksCA) October 9, 2014
A4c. If they are a good client you will earn that refund back many times over. #ConstChat
— Tony Booth (@anthonybooth) October 9, 2014
Q5. Do you take clients out to lunch for no reason (after a project is complete, say)?
A5. This is a good question. Should we? #constchat
— AEC Daily (@AECdaily) October 9, 2014
A5. People from the main office do take people out to lunch, yes. #ConstChat
— Window Works CA (@WindowWorksCA) October 9, 2014
A5. The sales rep does and our VP's of Sales travel often meeting with customers on a consistent basis. #Constchat
— HagerCo (@HagerCo) October 9, 2014
A5. I always make sure they are invited to any jobsite functions like safety luncheons, etc. #ConstChat
— Tony Booth (@anthonybooth) October 9, 2014
A5. You can’t buy business, but you can spend time to create friendships. That's what get jobs done when problems arise. #ConstChat
— iSqFt® (@iSqFt) October 9, 2014
A5: Depends on the client, but rarely. I joke that I have a martini fund for all of us when the constr. gets too much. #constchat
— Kelly Morisseau (@Kitchen_Sync) October 9, 2014
A5- We usually do a free upgrade on part of their project. Our owner will visit and give them it as a special gift. #ConstChat
— Infinity Pools Texas (@InfinityPoolsTX) October 9, 2014
Q6. Do you send thank you notes or gifts after a project?
Q6. Usually a hand written thank you note. #ConstChat
— Tony Booth (@anthonybooth) October 9, 2014
A6.I prefer to make contact & review what happened on the project and see what we might do in the future to improve the process. #ConstChat
— iSqFt® (@iSqFt) October 9, 2014
A6. That wld be the rep since they have the one on one relationship but we did just hand write 92 TY cards to leads from a show. #Constchat
— HagerCo (@HagerCo) October 9, 2014
A6. Once a year if that'll count… #ConstChat
— rubyrusine (@SocialSMktg) October 9, 2014
Q6. I have also sent framed pictures of finished project to key clients #ConstChat
— Tony Booth (@anthonybooth) October 9, 2014
A6: Gift box, hand-written thank you, check in at 3,6,12 mos checking everything is working correctly. Quick call out if not. #constchat
— Kelly Morisseau (@Kitchen_Sync) October 9, 2014
Q7. Have you ever fired a client?
A7. Yes. And it's not an easy thing to do. #ConstChat
— Window Works CA (@WindowWorksCA) October 9, 2014
Q7. Oh yes! You should review regularly and make sure they are the right client for you #ConstChat
— Tony Booth (@anthonybooth) October 9, 2014
A7. After much deliberation sometimes that is the only choice. #Constchat
— HagerCo (@HagerCo) October 9, 2014
A7. If I can see stress coming on… #ConstChat
— rubyrusine (@SocialSMktg) October 9, 2014
A7: We haven't! After the design and budget sometimes it doesn't fit. The clients we move forward with are all a good fit. #constchat
— Infinity Pools Texas (@InfinityPoolsTX) October 9, 2014
A7. It's okay to say No. #ConstChat
— Tony Booth (@anthonybooth) October 9, 2014
A7. Sometimes hard decisions need to made for the best of the business. #ConstChat
— iSqFt® (@iSqFt) October 9, 2014
Q8: Do you have any client relationship tricks of the trade you’re willing to divulge?
A8. Not really tricks of the trade. Staying in touch, thanking clients, etc. #ConstChat
— Window Works CA (@WindowWorksCA) October 9, 2014
A8. I share them all the time but the best advice is to work hard at building a relationship with your clients. #ConstChat
— Tony Booth (@anthonybooth) October 9, 2014
A8. Keep notes of family members names, sports teams, hobbies, fav beverages (@Kitchen_Sync) #Constchat
— HagerCo (@HagerCo) October 9, 2014
A7. Sometimes hard decisions need to made for the best of the business. #ConstChat
— iSqFt® (@iSqFt) October 9, 2014
A8. Be authentic. #ConstChat
— rubyrusine (@SocialSMktg) October 9, 2014
A8. pretty simple – treat others as you would like to be treated & if needed say you don't know & get back to them when you do #ConstChat
— Sean Lintow Sr. (@The_HTRC) October 9, 2014
A8. You need to get to know your client on a one to one basis and make it personal #ConstChat
— Tony Booth (@anthonybooth) October 9, 2014
A8. While it is self-promoting, construction guys love free shirts. They have to be quality shirts, cheap ones backfire. #ConstChat
— iSqFt® (@iSqFt) October 9, 2014
A8: We use CRM program to track all our leads and customer. Who referred, anniversary of the build, etc. #constchat
— Infinity Pools Texas (@InfinityPoolsTX) October 9, 2014
@RigginsConst Highrise by 37 Signals. #constchat
— Infinity Pools Texas (@InfinityPoolsTX) October 9, 2014
Bonus Tweets:
@RigginsConst Well done organizing #ConstChat by the way. How long have you been doing it?
— HexArmor (@HexArmor) October 9, 2014
Glad I could pop in today. Thank you for the excellent conversation. Thx @RigginsConst! #ConstChat
— Kelly Morisseau (@Kitchen_Sync) October 9, 2014
Love this chat! Glad we caught the end! Will be reviewing the chat to see what we missed. Have a great day!! #constchat
— Infinity Pools Texas (@InfinityPoolsTX) October 9, 2014
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