A friend who runs a Mr Handyman home and office maintenance service franchise in Glasgow believes that the key to building a sustainable and repeat business in this sector is not just the quality of the job but also customer service. The franchise has undertaken research that revealed business success is made up of something like one third technical skill on the job, one third clean administration and availability of service and one third customer service.
This is similar to the well-publicised ‘flower of service’ run by BA. The safe flight is of course the most important element but the decision making process of the customer is made up of the ancillary elements such as attitude, baggage handling, the lunch, seating etc. Most of us are involved in delivering service on a regular basis. Maybe a double check on the quality of service will retain more business.