Father and Son Carpet Cleaning and Repair
A software application to capture all their customer data and track their service vans in the field.
Challenge
Not a lot of time to answer every call and run the rest of the business. Much of the business was on paper.
Fixes
- Follow-up is the key to success
- Kickserv® makes setting up reminders on every job easy
- Over 40% of Richard's business is repeat customers (and growing)
- Richard has been able to slash his marketing budget by following through on every customer's callback
It takes a system to create a growing business.
Richard had spent most of his career up to 2009 talking to customers and listening to their needs and delivering solutions to those needs successfully. He then decided to apply his salesmanship skills in his own business – Father and Son Companies was born. Richard had started his business by putting his name into newspapers and local publications at a cost of about $500 a month. He advertised his services to residential homeowners and real estate agents. It was originally just Richard and his son.
Kickserv's 6 steps
for growing your business
- 1.Identify the pain points in the business
- 2.Write down and describe the pain points
- 3.Design a system to overcome the pain point
- 4.Implement the system
- 5.Designate a person to own the system
- 6.Measure the results
The pain.
The business gained some traction in a short amount of time with the phone ringing about 5 times a day, but only closing 30% of all estimates. Soon after the phone began ringing regularly he noticed he had no time to track the source of the calls or follow up with his customers.
Richard hired a couple of part-time sub-contractors to assist with his delivery. The field team and office team were all on paper. Dispatching increasingly became more and more laborious. Some of the Important steps to business growth were being dropped or missed. Richard noticed he had a problem with this customer flow-line. He wanted to continue to grow the business but knew his current system wouldn’t handle much more.
Despite the challenges, the business did grow and in a few years, he had 5 part-time sub-contractors and $150,000 in gross sales, but he knew he could do even better.
Richard was trying to manage his crew and his finances using only QuickBooks®.
The fix.
- In 2014 the phone was ringing enough and there were enough collections to be made that Richard decided to hire his first full-time employee.
- The office manager’s job was to run the office. This meant to book calls, dispatch field service vans and keep the books.
- Richard and his office manager realized that an optimum field service software was needed. They went on the hunt scouring the internet and networking with other business owners.
- What were they looking for?
- easy capture of all their customers’ data
- tracking of service vans in the field
- rescheduling and rerouting on short notice
- automatic reminders to follow up with customers
Richard has been able to slash his marketing budget by following through on every customer's callback"
--Richard,
Father and Son Carpet Cleaning and Repair
Definition of success.
Richard explained that with all the competition out there that follow-up was the key to tripling his business. Richard now does over $500,000 in sales each year! That’s serious growth.
The resolution.
- “Follow-up is the key to success”
- Kickserv® makes setting up reminders on every job easy. Richard now has the time and tools to stay in touch with his most frequent high paying customers as well as those that may only use him a couple of times a year.
- Over 40% of Richard’s business is repeat customers (and growing)
- Since they started using Kickserv®, Father and Son has increased their daily call count by 67% using follow-up reminders and closing almost double the number of estimates.
- With his new superpower ability to follow through on every customer’s callback, Richard has been able to slash his marketing budget.
- Store customer and job records in one place, online
- Use Kickserv's sales abilities to follow-up and follow-through with customers
- Schedule multiple events in Kickserv for all the different stages of jobs
- Use Kickserv's messaging to keep customers and techs coordinated
