“Do all the little things that no one else wants to do and then your success will follow,” said Tim Hershey, President of Thoroughbred Contractors of Shelbyville, Ky. He cited customer satisfaction as the goal of everything his company does.
“We make the client the priority, always, and in every situation,” he said. “We manage 60 million square feet of people’s roofing assets, but we are first and foremost in the relationship business. We do roof management ‘on the side.’”
Hershey said his company’s goal is to help extend the life of each and every section of their customers’ roofing. “Our philosophy is to repair, restore, renovate or enhance their roof system,” he said. “When no other option makes good financial sense, we will then and only then help them prepare a plan to replace the roof.”
The key to customer satisfaction is executing all of the little things, said Hershey. Tips he shared included:
• Over-deliver and under-promise.
• Send personalized thank you notes and cards.
• Never charge for reports or documentation.
• Hand deliver personal gifts - and never give someone the same gift twice.
• Provide work on small jobs for free when possible.
Educating clients is an essential part of the asset management process, noted Hershey, but he urged people to remember the “80/20” rule - that is, listen 80 percent of the time and only talk 20 percent of the time.
“The client is your future,” said Hershey. “It’s not a one-time thing; it’s a lifetime thing. Remember that it is an honor and a privilege to work with and for your clients. Don’t take it for granted.”