Why it's better to be a referral business

During these unprecedented times, we take our role as an essential service provider seriously and we remain open to service our customers. We understand that everyone is very concerned with the potential spread of the Coronavirus. We’re following the guidelines put in place by the federal government, local governments and the CDC.

Below are some of the safety precautions we’ve implemented to protect our team and our clients:

We’re offering discounts for our customers who are able to stage their items outside of their property for pickup
We’re vetting our customers before scheduling appointments and while en-route to make sure they’re not showing signs and symptoms of illness
If the customer has access to masks or face covers, we ask that they wear them (if masks are unavailable, please maintain a safe distance of 6 feet at all times)
We are sending home any staff member exhibiting any symptoms of illness for the recommended period of time established by the CDC
All team members have been assigned masks and gloves
We are not assigning more than two team members to a truck
Our trucks and equipment are being disinfected daily
We’ve shut down our office from outside visitors and anybody who can work virtually is being encouraged to work from home
The company continues to hold regular team-wide virtual meetings to emphasize transparency and keep the lines of communication open
The decision to come to work remains 100% voluntary

Recently, as I was preparing for a company holiday speech and reflecting on the year, a great sense of pride came over me. In 2015, we completed over 3,500 jobs, ranging from single item removals to entire home or office clean-outs. The number itself was enough to make me smile, but what I was most proud of was how those jobs came about.

You see, we’re a referral business. I know that’s a cliche statement and I’d assume most businesses are kept alive partially because of referrals. But I belive we’re different. We’ve deliberately chosen to be a referral business, in some cases ALMOST to our own demise. Our stubborn commitment to this corporate value is nearly unmatched and here’s why.

When you build your strategy (and budget) around growing at the mercy of referrals from others, if forces an unwavering commitment to customer service. Referral business serves as a constant report card on how your doing: if you provide good service, you get referred more often, if you provide poor service you get referred less. The formula couldn’t be simpler. In a sense, you get what you deserve!

So for us, the question is always, how much more did we get referred this year than last year. The net gain is the clearest evidence of how we’re doing. When your leads arent purchased, you simply have a better finger on the pulse of how you’re doing. No gimmicks – just the hard truth.

We’ve been blessed this year more than words can express. We are forever grateful for those people who are responsible for our success! Happy Holidays!