This past March, we made the leap into the world of business automation by launching HouseCallPro or "HCP", as the biz calls it. HCP is a cloud-based field service management mobile app that, as we discovered, would enable us to do some pretty cool things to delight our Colorado Springs carpet cleaning customers. Things like:
1. Get personal: Actually see on the iPhone home screen when a current customer is calling.
2. End phone tag: Allow customers to book us online.
3. Save a tree: Enable us to email and text electronic estimates and invoices.
4. Flex our payment options: Accept online payments with a click of a button.
5. Join the 21st century: Stay connected with customers with automatic postcard and email reminders.
Rock, Paper, Scissors: Mobile Always Wins
It wasn’t easy at first—but we knew we needed to break the trusted paper cycle and get in touch with our inner digital native. And through the trials and tribulations of building service lists, cleaning up our customer database (hello, Excel!) and keeping two calendars while we gained confidence with e-calendaring, we kept our eye on the prize. Our customers.
Becoming Like a Utility Company, But In A Good Way
Everything we had done in the business up to this point was focused on the customer—from our investment in the best equipment, training and certification, to our relentless focus on 110% satisfaction at the job site. And the next step of the journey was to sharpen our focus on communicating with our clients on their terms and in a way they’ve gotten used to with everyone else they do business with-- banks, airlines, and even the utility companies. While the old way of doing things SEEMED easier, our ‘spidey sense’ told us that this was the only way to achieve our goal of building customers for life.
A Lot Can Happen In 100 Days
So, we're 100 days into this phase of our journey, and three amazing things have happened so far:
Funny enough, it’s that Beehive Cake that we’re the most proud of because it means that maybe--just maybe, we're onto something in our quest to delight our customers. The way we figure, when a customer decides to delight you right back, there's a very good chance that you’ve baked a customer for life.