Hey tsblades2015, love that you brought this up! Focusing heavily on retention is what separates the businesses that constantly scramble for leads from those that build a bulletproof, loyal client base.
As a Jobber coach, here is my take on how to build a killer "Report Card" strategy without burning out your clients:
- Ditch the quarterly calendar: For property maintenance, quarterly emails quickly turn into spam. Instead, leverage your CRM automation to tie surveys to milestones—like triggering a quick feedback request automatically right after a job is marked closed, or once a year for recurring contract clients.
- Keep it to 3 questions: To get high response rates, keep it frictionless. Ask for a 1-10 quality rating, one thing you could have done better, and if they would recommend you to a neighbor.
- Don't ignore the walkthrough: The absolute fastest report card is asking, "Does everything look exactly the way you wanted it to?" in person right before you hit "collect payment" or send the invoice.
Feedback only works if you act on it. If a client gives you an 8/10, call them to find out how to earn that 10 next time. That level of proactive care locks in clients for life.
