Fast forward six years, we received a phone message at home from someone claiming our company had done his western-theme floor and that I needed to call him. It's funny how negative thoughts flow through your head after hearing such a message - of course the natural tendency was to think something happened to, or was wrong with, the floor.
Being a professional, it was my obligation to return the phone call. Following is a description of how the call went.
Client: Do you remember me? You did our western-theme floor.
Bob: Yes, sir, of course I remember you. How is the floor holding up?
Client: It looks great and we love it. We get so many people asking us about the floor.
Bob: (A big sigh) How can I help you?
Client: I am building a new Irish Pub with the potential of additional stores and we want you to do the floors. Can we get together and discuss design options and pricing?
Bob: You bet!
These are just a few examples of leaving your clients with a good memory of the entire installation process. It's up to you whether you make a positive or negative lasting impression. Go the extra mile and try and please your customer on every project you do and who knows, possibly you will receive that phone call years later asking for additional work.
Bob Harris is the founder and president of the Decorative Concrete Institute, Temple, Ga., which provides hands-on training in architectural concrete. He has personally placed or supervised the placement of more than 3 million square feet of decorative concrete and is the author of a best-selling series of decorative concrete books and DVDs. For more information, call (877) DCI-8080 or visit decorativeconcreteinstitute.com.