Case Study The power of good customer service – turning one job into 15!
The power of good customer service – turning one job into 15!
As a long-standing, family-run carpet and upholstery cleaning company in Lichfield, we have become well-known and trusted throughout the area for the high-quality service we provide.
We have lots of loyal customers and are attracting new ones all the time, to the extent that we are currently experiencing our busiest time ever.
Our reputation for providing outstanding customer service EVERY TIME has grown over the last 25 years, cementing our position as the best in the business.
Because we never fail to deliver, our customers are always happy to recommend us to their friends and family and we continue to win lots of new business this way.
Great service for carpet cleaning in Lichfield
To demonstrate how easily business can grow when you do a good job for someone, we recently worked out just how far one referral can spread.
Neil Weyham, who owns and operates Cathedral ChemDry with his wife Sarah, is a regular speaker at a variety of events for local clubs and societies. Neil has shared his stories with hundreds of people over the years and has become a well-known face in the community. He donates his fees for talks to the St Giles Hospice.
Neil’s talks generally consist of amusing anecdotes; recounting tales from his role as a magistrate and from his Reckitt & Colman days. A few years ago, Neil gave a talk to the Yoxall WI. A year later, out of the blue, Neil was contacted by a woman who was in the audience that evening and she subsequently booked a job with Cathedral ChemDry.
She was impressed with the service and quickly became a loyal customer; since that first booking, we have been back three times. However, the story doesn’t end there. Not long after the initial job, the Yoxall WI member recommended us to a friend who had her suite cleaned and protected with us. Within the same month she recommended us to a second friend who used our services. That second friend in turn referred us to one of her friends who also booked work.
We have since traced the thread back to discover that the talk at Yoxall WI has led to no fewer than 15 separate jobs – all coming about through referrals to neighbours, friends and family.
A professional, high quality service every time
It’s amazing to see just how far the word can spread from one person, but it shows that people are happy to talk to their friends about you if they get a good service – and we always give a professional, high quality, friendly service at every job. Together with our work to support local charities, this approach to customer service is why we have become so well-known and trusted throughout the area.
So, whether you’re looking for carpet cleaning, upholstery cleaning or stain removal, we give each job 100%, leading to happy customers every time.
The unique ChemDry cleaning process
We are the only carpet cleaning company in Lichfield able to give you the unique ChemDry clean. This uses almost 80% less water than steam cleaning and carpets dry out in a fraction of the time, usually as little as two to three hours. It doesn’t leave a soap residue and your carpets stay looking clean for longer. The results speak for themselves and never fail to impress, demonstrated by our growing database of loyal customers.
If you have carpet or upholstery that requires cleaning or stain removal, you can call our friendly technicians for your no obligation quote on 01543 418811.