Unlocking Customer Happiness: What to Know, When to Act

Use these tips to elevate your customer's journey

Make Happy Customers Into Returning Customers

Sup guys,

We’re almost through April—Can you believe it? These quarters just blaze by and it almost feels like there isn’t enough time on the books. Luckily, it’s also been a month full of excitement and cool things happening around Wilson HQ.

We’re also in full swing with our new recording space and creating a lot of cool things. Ads, commercials, and… uh…. outtakes that I find out about later from the team via Slack message.

I bet they have a folder somewhere.

The curse of being loved by the camera, I suppose. You know what else is a curse? Not taking advantage of the chance to get into a room of likeminded, growth-focused business leaders. You’ll want to get in on our Breaking $5 Million: Scaling Your Home Service Business Workshop.

Join us from June 4th-6th, 2024, for the Breaking 5 Million Workshop! This workshop is specifically crafted to help you take your home service businesses to the next level.

Hosted by yours truly, the event will take place at his brand new headquarters in Stow, Ohio.

Over the course of two days, you'll gain access to invaluable content designed to equip you for success. Expect actionable insights and a clear roadmap to guide your home service business toward reaching the milestone of 5 million in revenue!

The March workshop was a whirlwind success, as we welcomed plumbers, HVAC, roofing, fencing owners and more to the Wilson HQ. Connect with your peers, have some fun, and get a clear roadmap to grow your biz to the $5M milestone.

You’ll be happy you did!

And speaking of being a happy (I’m nailing these transitions) we’re looking at that very topic today in regards to customer retention. Customer service is absolutely the most important part of any business. Treating a paying person poorly or leaving a bad taste in their mouth is the quickest way to closing your doors forever.

But what does “good customer service” mean? It sounds like an intangible concept. However, there are ways to measure that success and create follow-through, as well as a clear pathway to making happy customers into returning, dedicated ones.

Let’s do it.

Forward Owned and Operated to a friend, then Sub for more!

  • Understanding Net Promoter Score (NPS):

    • NPS is a ranking of customer experience from marketing through to post-service feedback, aiming to create raving fans who promote your business.

    • My own experiences with NPS

  • Importance of Customer Journey:

    • NPS measures the entire customer journey, highlighting areas for improvement like call center interactions and service quality.

  • Focus on Customer Satisfaction:

    • Addressing pain points like hold times and booking efficiency to enhance overall customer experience.

  • Continuous Improvement:

    • Emphasizing the need for ongoing improvements based on customer feedback to drive long-term satisfaction.

  • Use of Data and Technology:

    • Leveraging software like Service Titan to gather and analyze data for informed decision-making and process optimization.

Estimated reading time: 5 minutes and 50 seconds

What does good customer service mean to you? Head over to my Twitter and give a shout. I love a good Twitter convo.

What is Net Promoter Score?

Alright, time to put on my teaching hat for a moment, because we need to create a baseline of knowledge. What is a Net Promoter Score (NPS)? Simply put, it’s a way to measure customer satisfaction and how likely that person is to recommend your business to other people. Being measurable is a key aspect to the whole deal, as that gives you metrics to work with and the ability to set up KPIs.

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