Client Retention Scripts
Client Retention Call Scripts for Floor Installers
In the flooring business, a single $15,000 whole-house installation can lead to a lifetime of referrals and maintenance work. These scripts are designed to help you stay top-of-mind with your clients without forcing you to put down the nail gun or stop mid-plank.
The 30-Day 'Settling' Check-in
Call the client one month after a major hardwood or tile installation to ensure no issues have emerged.
Hi [Client Name], this is [Your Name] from [Business Name]. I'm just checking in to see how those new white oak floors are settling in now that they've been down for a month. We want to make sure you aren't seeing any unexpected gaps or issues with the transitions near the doorways. It was a pleasure doing that $8,000 project for you, and I want to make sure the finish is holding up perfectly. If everything looks great, just remember to keep those felt pads under your heavy furniture!
Tips for this scenario
- -Ask specifically about high-traffic areas where transitions might loose.
- -Mention a specific detail from their job, like the stain color or tile pattern, to show you remember them.
Common Mistakes to Avoid
!Answering the phone while the wet saw or nail gun is running in the background, making it impossible for the client to hear you.
!Failing to follow up after a tile job to check for 'grout haze' which often appears 24-48 hours after you leave.
!Not keeping a database of what stain color or grout brand was used, forcing the client to remember it years later.
!Ignoring 'small' repair calls from past clients; these small fixes often lead to the $20,000 whole-house replacement later.
!Letting new leads go to voicemail while you are on your knees installing; by the time you've finished the row, they've already called another installer.
