When I’m wearing my teaching/training hat, I’m known to say, “when you go back for rework, you just forfeited your profit.” But recently, an owner required one of my polisher/clients to do some rework on a polishing job. Consequently, during our conversation, I saw another angle. I had thought of these aspects prior, but not in such a positive way!
Opportunities abound
Let’s think of the rework as both an opportunity and investment in your polished concrete division’s future growth and profitability. It gives you a chance to:
- See and take photos of the completed floor and furnished space when in use.
- Advise ownership in person about maintenance and/or provide a quote to become the maintenance service provider.
- Fix the issue and detail the floor so it looks even better than when initially polished.
- Meet the location personnel and precisely learn their thoughts about that floor and their company-wide philosophy regarding polished concrete.
- Ask for more business.
- Build the relationship and become their go-to expert and first call.
Relationship building/repeat business equals increased gross profit
All the above opportunities grow even bigger when nothing has gone wrong. The best practice involves polishing it right the first time and eliminating all rework and remobilizations.
Most of us forget the job we completed as soon as we leave the parking lot or receive final payment. Repeat business is so much easier. Your field supervisor or salesforce should make completed work a priority. By revisiting a public job or making an appointment, they can introduce themselves and form relationships with owners or representatives. Then they can listen to their feedback, learn about other possible needs, get references or recommendations and take some photos.
Photos comprise your polished concrete sales team’s most powerful sales tools. Whether the feedback is positive or negative, knowledge is power. And when you use it, you control the outcome.
Here’s the tip
Please take the opportunity to receive feedback, whether positive or negative. If negative, make it right! You can avert having a bad reputation or getting passed up due to customer dissatisfaction with proactive relationship making. Work smarter, service your customers and notice your profitability soar!
