Nothing sells better than previous work that was done correctly, on time, and that made the customer satisfied. Every pavement maintenance contractor looks to increase his or her sales each year yet many continue to miss out on the easiest sell there is in the business...selling to a satisfied customer!

As a contractor, if you are having trouble getting repeat business with customers, they may not have been as satisfied as you thought. The secret in repeat business isn't selling what you're "going to do" for the customer but what you have proven that you "can do." Let's look at how you can get repeat business.

Get it right... the first time
Most customers will not give a contractor a second chance; so you better get your first job with a new customer right the first time. This requires you to perform quality work in a quality manner. Remember, quality isn't necessarily what you think it is but what your customer thinks. It is very critical that you clearly understand what your customer's needs and expectations are and do everything possible to conform to their definition of quality.

When the job's done, meet with the customer
I'm simply amazed how many contractors are not even at the job when it is completed. If you are an owner you should do everything possible to be at the job when it is actually completed. The senior person needs to be at the project to be able to make the first impression and sales effort toward the next project.

Don't survey...go face to face with the customer
A good many contractors still attach a customer satisfaction survey with their final billing statements. This sales/marketing technique has been taught for many years; however, this effort isn't good enough and rarely gets the result that was initially thought and taught. Instead, make a personal visit with the customer, at the conclusion of the job, to walk the jobsite and discuss what they like and what they want to be improved, corrected, reworked. Going this extra step will gain you a personal audience with the customer and award you "brownie points" toward landing the next project.