John (00:00):
One of the reactivation campaigns says, when was the last time you had your mattress deep cleaned? And then it has scientific data that we pulled from a study that shows how many mattress mites will build up in a certain period of time.


Adam (00:12):
Welcome to Jobber’s Masters of Home Service, a podcast for home service pros, by home service pros. We’re in Las Vegas, and today we’re talking about maximizing revenue by improving customer lifetime value. I’m your host, Adam Sylvester. Today’s guests are John Margalit and Kelly Guerrero. Both of you, welcome to the studio.


Kelly (00:33):
Thanks.


Adam (00:34):
Kelly, why don’t you tell our listeners who you are and what you do?


Kelly (00:38):
Sure. I am Kelly Guerrero. I am the co-owner of Fast Landscapes. We are based out of Florida, and I’m happy to be here.


Adam (00:45):
Awesome. Well, yeah, I’m glad you’re here, John.


(00:47):
Yeah, I’m the owner of Happy Home Helpers. We’re a house cleaning business, and we’ve recently added other services like Junk Hauling and home organizing. And I’m also the founder of Rag to Riches University, where I teach people how to start and grow a six-figure house cleaning business.


(01:01):
Bingo. Okay. Both Jobber users.


Kelly (01:03):
Yes.


Adam (01:04):
We’re all fans of Jobber here in this room, so that’s exciting. Lawn care, house cleaning, this would be a great conversation. So customer lifetime value, very important. What is it exactly? Kelly, why don’t you go first?


Kelly (01:17):
Sure. Well, you have your customers for your different services, maintenance services, or what have you. You want to make sure that you’re upselling where you can and that they’re looking to you to be their provider for various services, in my case, whether it’s mulching, palm tree trimming, replacing bushes, or things like that. And we want to make sure we have a partnership with those customers.


John (01:37):
Yeah, I think that to answer your question, the definition really would be how to get your current customers spending more money with you over the lifetime of the service offerings that you’re providing them and over a period of time. And the best way to do that is to stay top of mind, number one. And number two, the most critical thing is to think about whatever actions you take or services that you provide. Everything that you do should stem from one idea, and that’s how to delight the customer so much that they want to talk about your business and share it with others. If you do that and that’s your main goal with every strategy that you develop and everything that you do, you’ll always end up getting that customer to spend more money with you over that period of time.


Adam (02:23):
You said two things there that I really want to drill down. One is staying top of mind and the other two is delight. So John, why don’t you tell us about staying top of mind and then Kelly, I want you to share, because I know you’re really good at this, delighting your customers over a long period of time. But John, what do you do to stay top of mind?


John (02:39):
Yeah, you want to focus on things that most other companies in your competitors are not doing. So for example, mail is like a lost art form, like actual mail, like putting a postcard in the mail. So one of my favorite tactics is using an app called Handwrytten. It’s H-A-N-D-W-R-Y-T-T-E-N, Handwrytten. And what it will do is it’ll integrate your contacts in Jobber, and it’ll use AI to write personalized postcards to your highest value customers, and it’ll send them in the mail. And when people receive that, they feel very special, and you can also make a note reminding them that they’re due for maintenance or whatever. So I really like that idea. And then the other way to stay top of mind is to constantly leverage automation. Whenever current events happen or the seasons change, you can automate email and SMS to stay top of mind and keep those customers, but I think SMS is the most valuable outreach tool. Some people use their email a ton and some people don’t, but if you send a text message to somebody, they’re always going to see it. They’re always going to check it, and that’s the best way to stay top of mind.


Adam (03:52):
I agree. And because here’s the thing, we can say that our clients are loyal and they’ll stick with us, but they’re not with ill intent. They’re busy, they’re distracted. Oh, this postcard came and I’ll call them for my lawn care needs, even though you’ve been using the same guy for years. And so we have to stay in front of people because that’s our job as a business owner to make sure they don’t forget about us. So Kelly, what are some ways that you really, really wow your clients long-term to keep them happy and stuff?


Kelly (04:20):
Well, we also talk to the clients that no longer are with us. Maybe they’ve switched to a different provider or they moved homes and now their lawn care was maybe included by their HOA or something. We do use our database and we email out regularly, especially with season changes, different things they should be doing, whether they should put mulch down now, whether they should trim their trees or whatever the case may be, aeration, we speak about that in order to give education so that we’re empowering the customer to know what they need to do for their yard. And of course, we always include a button that says, request your quote here. And generally when we do that, we see a flood of quote requests come in and then that is maximizing that value for the customer.


Adam (04:59):
What are some other ways that you guys have learned over the years of just increasing that value for the client?


John (05:04):
You really need to make a genuine connection with your customers and you need to build a community, and the best way to increase that lifetime value is to sell them, cross-sell them and upsell them other services. So instead of guessing, all you have to do is survey them by email and better understand what else they want that might compliment the service that you’re currently providing to them. And then once you get enough data and feedback, then you just simply offer those services or find ways to deliver on whatever the needs and wants are from your customer base instead of just posting on social media. If you’re going to take time to write posts and write emails, if you have somebody doing it for you, it’s not going to resonate with your audience. Whenever I write emails, I talk to my customers about the way I feel and I ask them to tell me how they feel because emotions are going to drive a lot of purchasing decisions.


Kelly (05:59):
I think that’s a great point. I also like to, in some cases get on the phone and just touch base and say, Hey, how are you doing? We have a field in Jobber for a custom field with dog’s names so that we can call and be like, Hey, how did your dog lucky get through the storm? I know that was a bad storm we have. How are things going? Then I said, do you need anything right now? And I get to have that conversation, and that’s one of the things that customer’s feedback has been to me that we’re really good at communication and that they really do appreciate that someone takes the time and it doesn’t take much of my day to just make a few phone calls and check on those customers and see how they are. Then they’re the ones who go to social media and when people ask, Hey, who can clean up my yard? Who’s a good lawn mowing company? I have a whole bunch of my customers in the comments saying, oh, well, you need to call fast lawn scapes because they’re amazing. Kelly is great at communication. She’ll reach out, she’ll make sure you’re taken care of great people, blah, blah, blah.


John (06:55):
Yeah, that’s a brilliant nugget right there is knowing personable and intimate things about your clients and then making note of that so you can come back and share it with them later so they really, really know that you’re thinking about them. You remember things about them, and of course, things like their pet’s names, nothing more could be more personable or making a connection, and I love that. One of my favorite things is using the Jobber email integration with MailChimp and setting up a 60-day reactivation campaign. So it’s triggered by an action that the customers take. So if there’s no action being taken in a 60-day period automatically it’ll trigger MailChimp to send out an email that we’ve pre-written asking them how they’ve been if they need anything. And just again, staying top of mind without having to remember.


Kelly (07:48):
One thing that we’re a little bit different is a lot of our services are just recurring services, so we want to make sure that we’re trying to upsell on other things, and that’s where we use the same thing with the integration with Jobber and MailChimp, but for ours it’s giving education about mulch. Why do you put mulch? How much mulch should you put? When should you put it? And then we say, Hey, you can do it yourself, and we have some really cute graphics and photos of a guy breaking his back holding mulch, or you could have us come and do it for you and we’re ready to go, and people say, oh yeah, I got me on the schedule and it drives us. We do that twice a year in October and March. We call it Mulch Madness.


John (08:25):
That’s a brilliant example for me. With house cleaning, we also do upholstery cleaning. So one of the reactivation campaigns says, when was the last time you had your mattress deep cleaned? And then it has scientific data that we pulled from a study that shows how many mattress mites will build up in a certain period of time, how though that’ll sell and how they’ll directly impact your sleep and the energy that you have during the day because of the loss of sleep and the interference with your sleep patterns that a ton of activity and sales.


Kelly (08:58):
I think you’ll come clean my mattress. I can’t think of the last time it was deep cleaned.


John (09:01):
People are going to only do one of two things. They’re either going to move towards pleasure or move away from pain. So if you acknowledge that and you integrate that into your strategy and to what you’re writing and your messaging, then you’re going to see a huge increase in lifetime value.


Adam (09:19):
Something I’m hearing from you guys that I totally agree with is one of the best ways to maximize the long-term health of your relationship with your clients is selling them other stuff. And so if you cut the grass, that’s great, but if you also pull their weeds and you also turn their bushes and you also do their mulch, and you also also also that just builds a fence around that customer forever. The more that you get your fingers sunk into, they can’t go anywhere and they don’t want to doing more, but the fewer services you do for people, the more likely they’re going to go somewhere else not as involved with you. Does that make sense?


Kelly (09:55):
Absolutely. Yeah, absolutely. I feel like that although you’re offering all these different services, it’s more like a relationship where first you maybe just do one thing and they say, Hey, we can do that for you too. And they’re like, oh, that’s great. Now we don’t have to call somebody else because what I found is if they ask if we can do it and we can do it, they’re not going to bother calling anybody else. They already have a trusted partner that’s going to work with them.


Adam (10:16):
Yeah, totally. So if our listeners want to be data-driven about this and make decisions for lifetime value from data, what are some of those things that they can do? Any suggestions on that?


John (10:27):
Yeah, that’s a great question because if you can’t measure what you’re doing, you definitely can’t manage it. What I do is I use a software tool called ELLY, and what ELLY does is it gives you full funnel tracking, so from which campaign and click somebody came from, for example, all the way to what they bought from you, how much of it they bought from you and over what period of time. And what ELLY will do is it’ll give you a visual representation of that. So not only do you have to have accurate data, you have to be able to interpret that data. So once you get a story from your data, then you know how to make those data-driven decisions.


Kelly (11:06):
One thing I’ve seen too is now that Jobber has put in the campaigns feature, there is a ton of great data, cool, really little graphs and colors that I am a big fan of that helps us see, okay, when we send out this email blast to people who clicked it, who one of the, and then what was the dollar amount that was generated from that email that was sent out? And that’s extremely helpful, making decisions on when and what to send out.


John (11:31):
That’s exactly it, and once you realize that and you’re certain about it, you can do more of that and double down on it, right?


Adam (11:39):
Yeah, just nail and scale it. With the Jobber Campaigns, you can send an email to everyone who hasn’t had a visit with lawn mowing in the last three days. So basically you can send an email to everyone who doesn’t hire you for lawn mowing, and that’s a great way to start. If our listeners are thinking, how do I start this? That’s a great place to start.


John (11:58):
And I think one of the keys is you have to think about this holistically. We think about what we can do as the business owner to increase the lifetime value, but I also think about what can the staff do? So for example, if my staff is doing a house cleaning and they see a stain on the carpet or the sofa, I train them to report that back. So then we can call that customer and say, Hey, we noticed a stain on your sofa. How about we create an appointment for you so we can bring the upholstery cleaning machine and we can get rid of that.


Kelly (12:28):
We do the same thing with bed maintenance and stuff. If someone has a tree that’s not doing well, or more likely a bush or something like that, we have them take photos, reach out to the staff in the office and send out a quote to the client and say, Hey, we can get that bush replaced for you. So that brings the customer back their time. It saves them the time, so they’re not going to Lowe’s on the weekend and doing that. And that’s one of the things that we’re dedicated to doing is helping people take back their weekends.


John (12:54):
Exactly. And because we’re managing the growth of the business, we don’t have literal eyes and ears on every job, but our staff does. So if you can create a situation where you train them so well that they’re literally your eyes and ears on the job in the field, you can identify so many opportunities to increase lifetime value if you just train them to look for it.


Kelly (13:16):
We do that too with commercial maintenance clients. We use the Jobber checklists for the commercial maintenance clients, and so we have a space where comment on what does the mulch look like in the beds for this community? What does the shrubs look like? Are there anything dead? And then they can take pictures and we send that to the client that way. We’re doing two things. We’re basically giving them a level of communication that they just don’t get from other providers ever. They are so excited that we send out this very specific detailed checklist to them with the photos of their job, and then we’re also upselling so that they get more services with us and we take care of the problems before they have to ask.


Adam (13:53):
And your clients aren’t thinking, oh my gosh, they’re calling me to upsell me. That’s not how people think. They think, oh wow, you saw a branch that fell on the ground. Yes, please come cut up in haul away. Please. Thank you for paying attention. Thank you for caring. Thank you for having, I’m not out my yard all the time. I’m not paying attention to this kind of stuff. And so when you could add that value to people and say, Hey, we’re always looking around for stuff. We want to keep your home in tip-top shape, people love that.


John (14:17):
It comes from a place of caring, right? Instead of selling, and nobody wants to be sold anything, but you can literally sell without being salesy or pushy just by saying, Hey, we noticed this and we’d like to help you out with it. And a lot of, I think my competitors and people that I’ve spoken to at conventions, they often say, look, we don’t want to over email or SMS are customers, and you know what? I think the exact opposite. If I have something of value to tell them every day, I’ll send them an email every day. I exhaust the heck out of my email list because if you don’t, then what are you doing with it? If people want to unsubscribe, so what? Let ’em, right? But you can never, in my opinion, over email anything.


Kelly (15:01):
I do agree. I do agree on that point too, especially when you’re giving valued information. If you’re just emailing them for the sake of email them trying to sell them something, well, yeah, then I think you can overdo it. But if you’re reaching out and coming from a good place of, Hey, these things are happening right now. For example, for us with hurricane season when a hurricane happens, we are blowing up that email list explaining what’s coming, what we’re looking for, where road closures are happening, what’s going on with utilities, and we give that information even though it has nothing to do with our bottom line, but we stay top of mind and they’re really thrilled that we care enough as a company about them and what their families are going through.


John (15:41):
Exactly. I read this great case study on Southwest Airlines and they really cracked the code on how to stay top of mind with their email, and what they did was is they noticed that the more offers they sent out, the less engagement they got. So instead of sending offers out about their service, they started emailing people about what’s going on in the cities they were flying to, and that created incredible engagement and it had a lot of value because if somebody’s spending a finite number of days in the city, they want to know how to maximize their time there and experience as much as possible. So Southwest Airlines focused on that content and that sold way more than discounts and other offers, right?


Adam (16:24):
Yeah. Instead of focusing on just trying to make even better offers, they thought about it from a completely different angle. This is a great conversation.


(16:32):
I’m going to pause for a minute to talk about Jobber. We’ve talked about building lifetime value in the client that requires communication and transparency and being proactive. How has Jobber helped you guys handle those things with your clients?


Kelly (16:47):
For me, the automations that Jobber has where it sends out the we’re on our way tomorrow, you have a service, those kinds of things that stay top of mind with the customers and also let them know what’s going on with their home and their service that they have coming up with you.


John (17:00):
For me, it’s the ability to have them sign off with their finger right on their phone or tablet, the quote and the terms of service that way that they’ve taken a look at the most important parts of your guarantee and your promise to them, and then they’ve actually signed off on it.


Adam (17:19):
Yeah, quotes the notifications, it’s all just so solid. It just works so well. Clients often think that we’re a way bigger company than we actually are because Jobber makes us look so legit and so professional.


Kelly (17:30):
Absolutely. I’ve found that’s been the situation with our company. People are surprised that we’re actually as small as we are.


Adam (17:36):
Right?


Kelly (17:37):
Because we just have the top-notch tools at our disposal.


Adam (17:41):
Well, you can wow your clients as well with Jobber. If you’re not using Jobber, you need to. So go to Jobber.com/podcastdeal for an exclusive discount and start using Jobber today.


(17:53):
What are some other ways, other kinds of content that’s been really helpful for you guys to nurture long-term value?


Kelly (17:59):
I’m still a big believer in blogs. I know that SEO experts all say it’s not worth your time, but I really feel like it’s worth it because I can give a lot of information, give education because I’m a person that I could talk your ear off all day long about the plants in Florida, which ones like sun, which ones don’t, what to put when you have a dry area, et cetera, and to be able to give that information and have that creative outlet for myself where I can put a blog story and then I share that on social media and via email. It’s just there kind of like a knowledge base, if you will, of information so that people who are just moving to our area or they’re not sure about landscaping, they can use that to reference and get information completely free of charge. So we add that much more value to our community and to our potential clients.


John (18:43):
Yeah, I mean people aren’t buying the service. They’re buying the outcome of the service or how the outcome makes them feel. So the best strategy for us is to tie back the content that we’re serving people to their health and wellness and what it does, for example, a decluttered house, how that improves your mental health and creates less stress and those type of things because that’s what motivates the purchase. Nobody really thinks about, oh, my floors are clean. What they’re thinking is is that it’s gross if I walk on a floor that makes my feet black. So you want to point those things out that tie back to the actual outcome and the way the outcome makes them feel.


Kelly (19:31):
We do similar things with our marketing where it’s more about taking back your weekend. People work hard and commutes are long and they get home and they’re tired and the last thing they want to do is go out and mow the grass or rake up the leaves or whatever the thing is. So basically we’re giving them a way that they can spend more time with their family and enjoy their quality of life that much more.


John (19:51):
Yeah, I love that because the most valuable thing in life and the only thing you can never get back is time. Absolutely. And so if you can embed that in your overall messaging about you’re saving them time and how that time can be better spent doing things that they love to do, that’s how you win.


Adam (20:09):
One that I’m a big fan of, and you guys are this way too I’m sure is being very proactive with communication. For example, we can’t come today, it’s raining all day or we can’t come today because so-and-so called out sick or things that happen in business. How do you guys use proactive communication to really make sure people know that they’re paying attention to me, they haven’t forgotten to about me, they care about me enough to call me ahead of time or send me a text. Anything like that that you guys are doing.


Kelly (20:35):
We send out emails and texts, especially if the schedule has been impacted by the weather or something along those lines. Sometimes we’ll also make phone calls, especially if it was like a bigger job, like a one-time job, a one-off job where we were doing some landscaping installation or something. If anything comes up in the course of that job where we’re not able to keep the promises that we had made and do what we were going to do on the schedule that we were going to do it, I want to make a phone call and I want to have a conversation with that client so that I’m able to make sure that they’re okay with it, explain the reasoning, and then they’re bought in and they agree that say, no, it’s better that we wait because yeah, it’s going to rain this afternoon or whatever the case may be.


John (21:15):
Yeah, we completely over-communicate and whether it’s using the feature in Jobber to send that text message when you’re on the way, letting them know you’re on the way, just updating them with everything that we see, and if we see something that’s off, we document it, we report it right away. And I think that when it comes to communicating and staying top of mind, one of the most important things is to ask your customer how they prefer to communicate. So a lot of people will say, well, the best way to make a sale is face to face, and then the second best way is over Zoom, and then the third best way is a phone call, et cetera. Next is email. That’s actually not true. The data will tell you every time, the best way to communicate with a customer is the way that’s most comfortable for them. We’ll actually survey and in the job notes, in the client profile on Jobber, we’ll write down what they want. Do they want text messages, phone calls, emails, et cetera. And then we always refer back to that so we know how they want to receive the communication because if you take note of that and you’re respectful of that, they’re going to receive it a lot better and they’re not going to turn you off because some people disable that feature if they get it too much or in a way that they don’t want it.


Kelly (22:31):
Communication is huge with our company, too. It’s really something that we work to stay on top of. And I even use ChatGPT sometimes to help me come up with, especially the difficult situations when I have to give someone some bad news and I know they’re not going to be happy about it. I just feel like it helps refine me a little bit and that I can kind of use that as a starting point and go from there. But communication is really a key in our business.


Adam (22:56):
Nine times out of 10, I would say, when you have to deliver bad news to somebody, they will take it fine if you tell them ahead of time, but they get sideways when they find out about it before you call them. I mean, almost always be like, oh, that’s fine, whatever. Thanks for letting me know. But if they have to call you, where are you guys? Oh, sorry, we’re not coming today. Oh my gosh, it’s nuclear and it should be nuclear. You didn’t fulfill your promise. 


Kelly (23:21):
And the team then also has to make sure they’re communicating. We had a situation once where a truck broke down, nobody told anybody in the office,


Adam (23:28):
Nobody’s fault,


Kelly (23:28):
And it just happened. And so when we did finally find out, of course there was apologies all around with the customers and they were okay with it, but it would’ve gone better had our team reached out in that situation and let us know. But people are very grateful for that phone call or that heads up text message, whatever it may be


John (23:45):
Planning, right? And anticipating always being two steps ahead, and then that way you can mitigate all those issues and that’s what keeps people coming back to you, right? Disclosing to them, this is our guarantee, this is what we’re going to deliver. This is our promise to you. And then if there’s anything that comes in the way of what you’re promising to deliver that you stay ahead of it and instead of waiting for them to call you, you’re calling them. That’s how you build that ultimate trust that keeps people coming back more and more.


Adam (24:16):
One of my favorite things to do, I’m curious if you guys have done this, is really pay attention to what is in the reviews. And so people will tell you what really matters to them in the review, their communication was great. They were on time, they were friendly, they’re professional, they did a really good job. All these different keywords, and actually Google will actually at the top of all your reviews will tell you all the most commonly used phrases and stuff, and I tell you how many 18 people say communication or that kind of stuff, and Facebook posts too. Wherever your clients are talking about you, you want to pay attention. They know my dog’s name. That kind of stuff spreads. And so now you say, okay, now I know what matters. I need to know the name of every single dog. And everyone says, communication that we need to communicate even better than we do now, and it gives you a new standard when you start to pay attention to what people really care about. They tell you on the phone too when you first book ’em as well, but they’ll tell you at every point if you just listen. But the reviews is a great way to go back and look and say, everyone talks about being on time, that text on the way, the phone call on the way, the notification the night before saying we’re coming the next day. All that kind of stuff might really matter and you have to pay attention to that kind of stuff.


Kelly (25:25):
And I think that’s a really great point, but you also need to think about the negative reviews because everyone gets negative reviews. What do those negative reviews, even though none of us like to get them, what do they have in common? Where did we mess up and how can we set some processes in place so that situations like that don’t arise anymore, so we’re now in a proactive position so that the next customer won’t have that same situation happen in their project or in their service.


John (25:53):
Yeah. One of the things that we do to avoid that happening, the negative reviews, is that we’ll leverage automation. So right after the service, we have somebody manually a human call them, and then we also send out an email that says, on a scale of one to five, how happy were you with the service? If they do anything that’s under five, they get directed to book a call to tell us how you feel about it. We really want to learn from this experience and improve it for you next time. And then also something maybe we give them a discount or some special offer for not fulfilling the service to their satisfaction, but if anything’s a five, it just routes them directly to leave a review on our Google page.


Kelly (26:38):
One thing that we did too that is more in the field situation is for our one-off jobs, our techs have the instructions to get a picture of the customer with thumbs up. That way once the job is done and we have photos of the customer like this smiling, so then if they want to complain later because the price or something like that, or they’re trying to look for a discount, which people are people, they’re going to try and get what they can get. Sometimes we can just point to that and say, well, you were really happy with the job. What happened from the time it took the picture to now and then address the real issue or the real concern that the customer has.


Adam (27:11):
My favorite thing to do with those photos is have them post that photo in the review because Google loves photos with reviews, maybe a client selfie, get your technicians in there as well. People love that kind of stuff. I love happy calls. Happy calls are so important. Every first time client, Hey, how was yesterday? It was great. They’re a little late. Oh, sorry about that. Anything else? And you capture all that stuff before it gets online and you start talking to the neighbors and nine times that it’s very positive and it’s the most favorite call that your staff in office will make. It’s like, how was yesterday? Oh, they were awesome, and you’re awesome too, and everybody’s awesome, and so don’t take that benefit away from your people talking to happy people. It’s really important.


John (27:52):
Yeah. It goes back to, I think Snoop Dogg said this in this album, you want to keep your money on your mind and your mind on your money, and so if you don’t have a dedicated customer success team or person, you’re definitely going to fall short in how much lifetime value you can create. And I think that one of the best things that I’ve learned in terms of gaining leverage for that is finding people overseas that can virtually come in and help you because it’s a fraction of the cost, and you can have more person power actually manually doing those things because nothing’s going to make a connection as well as human to human.


Kelly (28:31):
That’s true. I agree. We have a CSR that is overseas, and then also one that’s here locally. The CSR that’s overseas mostly handles more of the commercial and the CSR that’s local handles more of our area there in Florida, because she’s familiar with the area what things are like. She really likes to get those calls from customers. We also do the same thing where we call after a service and see how it went and when it’s a good call, it’s just so nice to hear her in her office say, oh, I love that lady so much. She’s so nice because they’re happy with the service, they’re happy with her, and then they go on to leave a really great review and all of that. It becomes like a snowball effect where if you’re giving the great service and the customers are happy and they’re leaving you great reviews, well then you’re going to get more customers and more marketing, and they’re going to look to you for more services, and it’s just win-win all the way around.


John (29:22):
As the business owner, one of the key indicators is specifically if the customers ask for someone or they know the names of your CSRs


(29:32):
When people call me or I speak to them and they say, I spoke to Tasha the other week, boy, is she helpful? Then I know they’re doing a fantastic, right? They’re really making human connections with people. And it’s funny you talked about someone being hyperlocal on your staff. I have six people on the island of St. Lucia, and to be honest, I didn’t even know that was a place until I met them, right? And apparently it’s a great place to do a honeymoon, but my point is, is that because of technology and the internet bringing everyone together, they know Las Vegas almost as well as I do because of the Google Maps and all these things, and they’re route mapping all day long. So it’s almost as if they’re hyperlocal even though they’re not here.


Adam (30:16):
Well, this was a great conversation. It was really good. I’m going to boil it down to three actual items here for our listeners. Number one is you want to stay in front of your clients on top of mind all the time and use some educational content, notify them of the seasonal changes, not just sales pitches. Number two is you want to track important things like dog names and the names the kids, and just special facts about your clients so that they feel like you hear them and care about them, and they’re not just another number. And number three is upsell and cross-sell. Train your people to see and identify other services that you guys can provide for them. The more services you provide, the more loyal they are. Guys, that was a great conversation. Thanks for being here. How do people find out more about you, Kelly?


Kelly (31:01):
Yeah. They can find my FastLawnScapes business at www.fastlawns.net. Or if you’re interested in some coaching services, I do have www.homeprocoaching.com.


John (31:14):
You guys can find me @ johnmagalit.com. That’s J-O-N-M-A-R-G-A-L-I-T, and I run Rag to Riches University, where I teach people how to start and grow a house cleaning business. So if you’re interested in starting one or you need help growing and you want to get to that next level, shoot me a DM or an email and you can go to johnmargalit.com for all the information.


Adam (31:37):
Great. Well, John and Kelly, the businesses you guys are running are important. You guys have employees and clients, and you’re treating them well, and you’re serving your market. You’re doing a great job. So keep it up. Everybody is very thankful for it. Thanks for having us.


Kelly (31:50):
Thank you so much,


Adam (31:51):
And thank you for listening. I hope you hear today will help you improve your customer experience and increase that lifetime value of your customers. I’m your host, Adam Sylvester. You can find [email protected]. Your team and your clients deserve your very best, so go give it to ’em.