Take Your Junk Removal Customer Service to the Next Level
Exceeding Junk Removal Customer Expectations
Have you ever had an experience that so greatly exceeded your expectations you just said, “Wow”? I recently got a haircut at a local spot near the JRA office. It’s no place fancy; $17 haircuts are the norm. It’s one of those men-only haircut places that have popped up over the last 10-20 years with a sports theme. I used to not care for those places. That is until I met Kyra.
For several years I’ve gotten my hair cut from a local guy. It was a $30 haircut. He did a great job and I was very happy, but he moved away. So I had to find another spot. I went to one of these chain haircut places first. I tried them out twice and wasn’t happy, so I decided I’d have to look somewhere else. That is until Shane, our Google Ads Manager, told me to go see Kyra at the same place. He said, “Dude, it’s the best haircut you’ll ever get.” Shane was wrong. It was one of the best experiences I have ever gotten.
The first thing she does is shake your hand and introduce herself to you. Ok, that’s unusual. For the first haircut she asks you how you like it then gets to it. Clippers on the side. Scissors on the top. So far, so good.
After she’s got the hair about where she thinks it’s good, she then takes her comb and scissors to hit your eyebrows. Now that’s unusual in my experience. She continues and hits the back of your neck just right, too. Then she shows you with a mirror to make sure you’re happy and looks over your hair really closely herself, trimming little pieces that are off here and there. At this point I’m thinking, “This is great!”
It gets better. She turns you around to wash your hair with shampoo, conditioner, and even some sort of scalp treatment, all the while massaging your head. At this point, I feel like a king.
As she begins to wrap up the haircut experience, she gives you a shoulder massage with a shoulder massage machine, double checks your hair, asks if you want any product, and asks if there is anything else she can do for you. I politely say, “No thank you” as I wonder to myself what else she could do. Before checking out, she shows me the shampoo and conditioner she used that left my head feeling amazing and I buy some. She rings up the bill: $17 for the haircut, $30 for the product. I give her $70 and tell her to keep the change. I wonder if that large tip is really even enough.
Leave a Lasting Impact on Your Junk Removal Customers
I’ve been going to her every two weeks for the last several months. And the experience has only gotten better. She remembers who I am, what I have going on in my life, and how I like my hair. Amazing experience.
So, what exactly does she do to impress me so much? And how can you apply a haircut to your junk removal franchise?
- Greet your customer warmly.
- Truly care about the work you do and show it. Verbally talk to your team members about being careful with the pictures on the wall in front of the customer, place a door protector on the front door, place door jamb protectors when needed, take extra time to rake up debris in the backyard and to sweep. Truly show you want to go above and beyond to treat your customer like a king or queen.
- Make sure you haven’t missed anything. Do a final walk-through and ask the customer if there is anything else you can do for them during your junk removal visit.
- Do the same thing over and over.
The hardest of the four is the last one. When you yourself are on every junk removal job, it isn’t as difficult. You’re there to make sure you are doing what you should. As you grow and gain more employees, you will find this more difficult. You’ll need systems and training in place to make sure the guys do what they are supposed to. The junk removal franchise alternative, the JRA Business Package, is your way of ensuring that. Get details on the JRA business package here.