Wednesday, June 13, 2007
The Customer Application
We've always joked about the idea of forcing customers to apply for our service. Sort of like our employees have to do when they want to work for us. Of course, we've never really applied the concept to our business. But the idea isn't such a bad idea.Here's what our customer application would like....
1. Have you ever hired a maid service company or personal housekeeper?
2. If so, what was the worst thing about each of your past housekeepers?
3. On a scale from 1-10, how important is it for you to receive the same exact cleaning crew each time?
4. How often will you be able to provide feedback on your housecleaning?
5. Why do you need to hire someone to clean your house?
There are specific reasons for each question. Think of it like a flow chart. Each answer takes you in one of two directions. At the end, you have one final conclusion.
What we're looking for in a customer is someone that has hired a maid before. She has had bad experiences in the past with her housekeeper. She realizes that we will send different people from time to time. She wants to provide feedback on our service. And she needs us because she doesn't have enough time in the day to take care of everything.
That's our perfect customer. That's who we make the happiest. Everybody else dislikes a little something about our company. It could be that they think our rates are too expensive. That's because they've never been burned by an unethical housekeeper in the past. It could be that they really want the same people in their house every time. That's because they're home every day and they critique our work too stringently. It could be that they just want to pay us to clean and then be done with us. That's because they don't really understand why they hired our company in the first place.
The customer application is still a mere joke right now. But the time may come for the joke to become reality. We want to make everybody happy. And we can't make you happy if your idea of happiness is different than our idea.