Sometimes to make things right, you have to open things up and make a mess. Fixing can be terribly messy. Recently, my husband and I hired a handyman to do some home improvement work for us to get our house ready for sale very quickly. My husband, who typically handles those items, remarked that though the man did acceptable work, he failed to clean up after himself. I looked around and realized he was right. There was still a film on the floors where the tile had been replaced, and where walls were sanded the dust had not been removed. It looked… well, it looked sloppy.
I thought about how, as a consumer, we really expect things to be put back in the condition they were before we contracted a service to be completed. Think about getting our cars serviced. How would we feel if our mechanic returned our vehicle to us with oil on the hood? Or what if when we went to a restaurant, the dirty dishes from prior patrons were left on the table? When we purchase a good or service, we expect full service.
For online services, think about reducing customer effort. The following three steps can help ensure we have “cleaned up our mess” sufficiently after our initial customer interaction on social media or in person:
- Follow up with customers after an initial service request to make sure they did get the result they were expecting
- Ensure the service was completed to customer satisfaction
- Ask if customers have any questions or additional needs
So, get out there and clean up your mess. Just as with the handyman, the quality of your work will shine through if you tidy up after yourself when the work is complete.