I read recently in a Brian Tracy Book that there are four levels of client satisfaction.
Level One: A company meets the client’s expectations. This is the bare minimum for survival. This is where most reputable companies exist.
Level Two: A company exceeds the client’s expectations. Perhaps somebody over-delivers in some way by going beyond the call of duty.
Level Three: A company delights or impresses their client. They’re so satisfied that their experience that they subconsciously create a sense of loyalty to the company. They are more compelled to use the company again down the line.
Level Four: A company amazes their client. The client is so taken back by the experience that they not only look forward to using the company again, but they feel obligated to tell their friends as well.
Junk removal is a one-and-done sort of business. We can’t sign people up for a recurring contract, where we know they’re locked in with us for months (or years). Our survival at 123JUNK depends on our ability to serve and satisfy in a way that is completely unexpected by our clients. We need to live somewhere between Level Three and Level Four in order to be the best at what we do. That’s why our first core value is Creating a Culture of Excellence. Hauling junk is just the means for us to get there!
Related: The 123JUNK Marketing Philosophy
