Today, I will share with you something that one of our clients do in order to deliver the best possible service to his clients in the tree service industry. It may seem very unconventional and odd to you; however, it is fantastic for his business, so read on…
What he does is that he starts out on an envisioning exercise. He sets up an expectation that every person that will come to his tree service will eventually send out 50 new referrals to his business. In order to get that much business in, he has to set the bar really high and do everything in his power to create the best possible service.
He closes his eyes and envisions the type of experience it will take for the woman with a tree in her house to be satisfied, so that they eventually send patients to him. It may require effort; however, he will get his 50 extra clients. He imagines himself in his customer’s shoes and walks through the entire tree service experience, from the tree falling to the hysteria to phoning different companies to the insurance process. He imagines the dream scenario that his company is able to provide for these people and sets the expectation of what needs to be done in order to satisfy them.
When he sees that a tree service client is not being serviced in that manner, he addresses them quickly to find out why they are receiving the quality service that he has envisioned for his company. He then actively addresses these issues.
Here is a study to further drive home the point:
This study has four groups of athletes. What the researchers did was separate the athletes into four groups, with each one doing a certain amount of physical exercise while the other groups did a certain amount of envisioning exercises. The physical exercise was the swimming itself and the envisioning exercises were of the athletes themselves swimming exceptionally well and winning the gold medal.
- First group
- 0% visualization exercises, 100% physical exercise
- Second group
- 25% visualization exercises, 75% physical exercise
- Third group
- 50% visualization exercises, 50% physical exercise
- Fourth group
- 75% visualization exercises, 25% physical exercise
All these groups of athletes were professional swimmers, so differences in training is irrelevant. Who do you believe did the best in terms of swimming?
Surprisingly, the study revealed that the group that did 75% visualization exercises outperformed the other groups and improved the most.
It sounds very unconventional; however, there is something to learn here. Put yourself in your client’s shoes and see exactly what you want to envision in your perfect client experience. Then, when you see the process not acting the way you want to in real life, you will actually have something to correct. Improvement after improvement will lead to markedly improved results and quality for your customer.
Continue to do this, and your tree service business will expand.