Excellent service is the key to operating any type of business. It’s especially important in the septic industry as you’re dealing firsthand with customers. We all know that to be truly successful, we must give what all customers want — great service. 

We want loyal, repeat customers who tell others about our companies’ great service. 

Septic professionals ask, “How do you do it?” I’m here to explain exactly how I provide top-notch service to ensure continued word-of-mouth advertising. 

Many business owners are stuck in a mediocre way of running a business because it’s comfortable. But we all have to step up our game to ensure the industry gets the recognition it deserves for providing superior service. 

Here are the steps to create a marvelous septic business offering great customer service: 

• Answer the phone by the second ring and let the customer know you’re glad he or she called.
• Listen carefully to the customer’s concerns with a sympathetic ear of someone who’s never heard the problem before.
• Schedule an appointment and let the customer know you are never late and you’ll probably be there early.
• Never be even one minute late, even if they are.
• Look sharp. You don’t need a fancy uniform, but let it be obvious that you care about your image.
• Be overly careful with carpets, gates, driveway, etc. Have materials on hand to clean up any messes you make.
• Take the time to explain the septic issue and exactly what steps you will take, including possible discoveries that might change the original plan. (Never use industry jargon. Use language customers will understand.)
• Offer plenty of upgrade ideas as necessary.
• Provide your work schedule, assuring them their project is a priority.
• Start the job immediately by marking the ground, moving equipment out of the way or getting a designer or inspector on the phone so customers see progress immediately.
• Give customers regular updates — verbal reports, calls, texts, emails and photos. Total transparency is an absolute must.
• Provide total availability — cellphone number, email address, office phone number and even home phone number.
• When the job is complete, review it carefully with homeowners and be sure you’ve given them more than they expected by providing a tank marker or a folder to keep septic records.
• When customers pay, give a small gift such as a Starbucks gift card, to show your appreciation for their business.
• A few days after the job is complete, call to check in on the work and wish customers well. 

Some people will snicker at these steps because they’re silly or unnecessary, but believe me, they will pay off in the end. 

About the Author
Frank Aguirre owns Septic System Express, a system design and inspection company located in San Antonio, Texas. Contact him at 210/275-7866 or via email at frank@septicsystemsexpress.com.