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CUSTOMER SATISFACTION To ensure customer satisfaction, once you’ve decided on one or two different clear types, it’s time to discuss the client’s expectations. We have all seen, many times, a great job turn bad and it’s generally because of a lack of information regarding maintenance, or false expectations because the client was a little unsure about what they were getting. Educate yourself and don’t hold back with your knowledge. Your client wants to (and should) know as much as you do about the product they are about to purchase. It’s better to answer questions now than later, when you’ve invested your time on the bench.
limited by their budget. This should not affect your margin or bottom line whatsoever! The old saying ‘built to a budget not a standard’ can have serious consequences for your reputation and business. If a client cannot afford the best product on offer, this is OK, but the cheaper choice must still be appropriate for the job. No client will tell their mates they didn’t want to spend the money, but their mates will always see a substandard product. Make them aware of the compromises and ensure their expectations do not exceed what the product can offer. And remember, if it’s not right for the job, then it’s not for sale. C
PROFITABILITY WITHIN THE CLIENT’S BUDGET
Shane Beashel is the co-owner with Jenny Beashal of SB Marine Trimming, established in 2002. www.sbtrimming.com.au
Another major consideration is the profitability within what you are offering. While every client wants the best, they are sometimes
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