Proactive follow-through helps you maintain a positive reputation and retain clients for next winter

As the end of the winter season approaches, it’s essential to conduct a thorough evaluation of the services provided. Seek feedback from clients to identify areas for improvement and to gauge their satisfaction. Address any concerns promptly and use the feedback to refine your approach for future seasons.

Proactive follow-through helps you maintain a positive reputation and retain clients for the upcoming winter. If done properly, you can also use the postseason meeting as an opportunity for contract renewal, or to upsell clients for a more robust service offering (e.g., snow hauling, site monitoring between storms, etc.).Consider these questions as you think about evaluations:

• What are the 3-5 things that you’d like to get feedback on as a snow contractor? 

• Who could you assign as a "postseason account manager" to ensure you get that necessary data?

Heading into the long postseason with clients is made easier if your final interaction of the winter season was a positive experience. 

Customer service questionnaire 

Generating a good customer survey can help compile customer feedback. Below are some topics and questions you can use to begin to gauge client satisfaction: 

Response time: How would you best describe the overall response time after a snow event (as defined in contract)?

Ease of contact: How easy was it for you to reach us when you needed us?

Preferred method of communication:  In Person / Phone / Email

Service expectations
- How well did we meet your expectations this season
- How would you describe the level of service you received this season?

Cost and value
- Looking at the cost of our service, how would you rate the value received?
- How do we compare to most companies who provide a service to you?

Satisfaction
- Indicate your overall level of satisfaction with our company this season.
- If you need a service provider next year, will you call us first? Why or Why Not?

Check out more customer service tips in the download here