The presentation from 1-800-Got-Junk? was an energized session focused on profitable growth with loyal customers. And, when these guys talk about profitable growth, they know what they are talking about; this organization has gone from $2 million to $107 million in less than 10 years.
For 1-800-Got-Junk? a satisfied customers is not enough, they have to be raving fan and they are passionate about making sure this happens with every contact. These guys realize that anyone can haul junk but only a few organizations can do it exceptionally.
How do they do it?
- Their leadership is completely bought it and is prepared to weave into the fabric of the company. So much so, their executive team actually makes NPS phone calls so they can hear their customers’ feedback.
- Making sure that the teams with good NPS are recognized.
- And on flip side, they hold their team members accountable if they are not meeting their NPS objectives?
To manage this all this, 1-800-Got-Junk has created a very sophisticated process/management reporting portal that allows all their team members to access customer data and feedback. This provides their teams to interact with their customers on a personable level at each encounter. When you can remember your customer’s cat’s name, you know you are building loyalty and passion about your business.
They also use their technology to get their promoters to actually recommend real time by providing immediate access to Facebook, Twitter, etc., at the time they are providing their feedback. Great idea and something we all should do.
