Our basement looks like a scene out of Escape from New York City (if you’re old enough to remember that disaster movie). We’re replacing all the carpet and right now we are at “everything is torn up” phase.
We have had estimators come to quote a price for install. This weekend one gave us his price for the job. “What about moving the furniture back when you’re done?” I inquired. He said it was extra so I asked the obvious: how much extra?
The answer: not much compared to the brain damage of moving furniture around myself.
We asked a few more questions and he added a few hundred dollars to his estimate. Dollars that we’ll be delighted to pay because it makes the remodel…
That’s the word that can improve not only your service but your profits.
The only thing the average person has less of than disposable income is time and energy. If you can make life EASIER you can not only increase your popularity with the customer but often he or she will be willing to pay extra for it.
Sure, some customers are price sensitive but I can’t think of anyone who doesn’t aspire to a little help in making life easier. It is about ease, convenience and enjoyment. Nobody wants to get hassled and inconvenienced for free much less pay for it. Unfortunately some service providers think only about the results rather than the process.
What can you do to make the customer’s life EASIER?
Can you clean up the job site when you’re done with your work? Can you provide the information rather than telling the customer where they can find it? Can you remove any and all barriers that might prevent the customer from choosing to do business with you?
Often customers will pay a little extra for a little easier. If they won’t, consider “easier” as a value-add and competitive advantage.
We refinanced our home through Chase. They contacted us and said it would be easy and wouldn’t cost a thing. Now there’s a value proposition! (And by the way, it was the easiest re-fi I’ve ever done.)
You business and life will improve as you make life easier for those you serve.
It is just that easy.