Referrals are not a marketing strategy. They are the result of a predictable customer experience.
Most customers don’t expect perfection. They expect:
- Clear communication
- Clean work
- Respect for their home and time
- No surprises on price and process
A customer experience checklist creates consistency:
- Pre-arrival notice
- Day-one expectations
- Daily update cadence
- Change order rules
- End-of-job walkthrough
- Final invoice explanation
What to do this week
- Write a 10-step customer experience checklist.
- Use it on every job for 30 days.
- Measure complaint rate and referral rate before and after.