A client's offhand comment about my scheduling changed how I run quotes

Last month I was giving a quote to a local office manager over in Arlington and she casually said 'you're the first cleaner who actually showed up on time for a walkthrough.' That hit me hard. She told me she'd had three other companies ghost her on scheduled walkthroughs or show up 45 minutes late without calling. Now I send a quick text 2 hours before every meeting and it's crazy how many clients mention they appreciate it. Has anyone else found that small reliability moves make or break B2B relationships?

3 comments

3 Comments

nancy_king293d ago

My dentist's office does the same thing with a reminder call 24 hours before and it's the ONLY reason I haven't switched after they messed up my billing twice. It's like people are SO used to being let down that basic decency feels like a HUGE deal now. That little extra effort really sets you apart in a world where everyone is just trying to get by.

harperr823d ago

Tbh the billing thing hit home. I stayed with a mechanic once because they always texted me a picture of my car after an oil change. It's like we've all been burned so many times that a tiny bit of effort makes us totally forgive bigger screw ups.

the_alex3d ago

@nancy_king29 so what would actually make you finally leave that dentist?