Create An Amazing Customer Life Cycle

Everything in life has a life cycle.  You, your dog, your car, and yes, your business. Taking this “life cycle” truth to another level  and applying it to business starts with visualizing your customers as having a life cycle.  Your “customer life cycle” is like a front to back, beginning to end, plan of action for  every single interaction (or ”touch”) your company has with every single customer, all wrapped up in a neat little document.  

I truly believe that the reason most businesses fail, is not because of a knowledge problem, but  because of a behavior problem.  When it comes down to it they are just not detailed enough, they are not meticulous enough, they are not specific enough, and, really, they just don’t execute the common sense procedures everyone should have in their business.  You have to WANT to do these things, or reading this blog can never help you.  Every little thing matters.  Every thing.

Why does someone bother creating a “customer life cycle”?  Because in the end it will hopefully produce a very valuable harvest.  Think long term about your business and always remember to “Begin with the end in mind.” We have Stephen Covey to thank for that quote.

My business trains our staff  to execute the procedures of  “Customer Life Cycle” every single time. Here are the five main “Touches” we have with our customers throughout the process.  

Keep in mind that a copy of this “CLC” document is included with your E-Book purchase. The E-Book is full of crazy awesome content to help you grow your business, click the link to take a look. There is even a free sample chapter for you to preview!



    People say that first impressions are important and I tend to agree. Imagine a future customer calling three local companies to get pricing for a product or service. Your company should stand out like a sore thumb from the initial interaction with them over the phone. This is where it all begins. This is the “genesis” moment for all new customers.  You can’t screw up the estimate phase or you’re never getting anywhere.

 1.  The Estimate Phase – Plant the seed

  • Answer Phone – Sounds simple, right? But seriously, this is HUGE. If the “other guy” isn’t answering his phone, you are almost guaranteed an opportunity to go out and give this customer an estimate.
    • Pre-scripted – Have a script for the initial phone conversation. Make your script memorable and friendly. First impressions matter!
    • High Energy – Pretty self-explanatory. Be engaged and genuinely excited to have the opportunity to earn this customer’s business.
    • Over-the-Top Friendly – How often do you call a business and speak to someone who is overly friendly? Not fake friendly, real friendly. You would remember if you did, right? Again, first impressions.
    • Set Estimate – Give a specific date and time for the estimate. Work around their schedule. Go out of your way to make it convenient for the customer.
    • 24 Hour Rule – Make them your priority. Get them an estimate ASAP, within 24 hours.
    • Give Estimate – Previously set appointments have a 20 percent higher close rate and over $100 higher average ticket. Take the time to meet in person.
  • The Arrival- Be professional, and be present. Pull up to the house ready to engage the customer.
    • Over The Top Friendly – Again, real friendliness goes a long way.
    • On Time – This is a BIG deal. Customers expect you to give them a 4 hour window, or to be late. Blow them away by being there when you said you would.
    • Clean Vehicle/Technology – Keep your sales vehicle clean, inside and out. This is another part of first impressions. If you roll up in a dirty old junker with McDonald’s cups falling in their driveway when you get out of the car, it’s a bad first impression. Be clean, and professional. Also, implement procedures using technology to make the estimate phase as quick and easy as possible.
  • The Walk Around – Take the time to walk around the property and thoroughly investigate the situation. Make detailed notes and suggestions for the customer.
    • Identify Needs –  Figure out which services are a necessity for the customer, and which are possibilities. All customers get a price for everything, even if they didn’t ask for it. They may decide to add a service after seeing it identified on their estimate.
  • The Pitch – Be professional and direct without being pushy. Make your expert recommendation.
    • Over The Top Friendly – A little repetitive, I know, but this is a BIG DEAL!
    • Consultative – Be consultative, let the customer know that you have their best interest in mind. Try using statements like ” I recommend,” or “If it were me, I would”, or ” In my opinion”. But always be truthful, a customer will likely be on the defense because they expect to be taken advantage of. NEVER try to manipulate the situation.
    • Highly Personalized Estimate Sheet – Each customer is unique, so each estimate should be unique as well. Take lots of detailed notes, highlighting any special requests made by the customer. A great way to be unique is to include a picture of the customer’s house on the estimate sheet. Take a picture and print right in the driveway, it’s a very personal touch that will surprise your customer in a good way!
    • Soft Referral Ask #1 – Being polite and over-the-top friendly, make your first referral ask. A great way to do this is to offer a “Group Scheduling Discount”, if they can get their neighbors to hire you and schedule their job for the same day it’s a win-win. They get a discount and you get more business!

 2.  The Scheduling Phase – Let it germinate

  • Answer Phone – Always, always, always.
    • Pre Scripted – Have a different, but equally awesome script for the 2nd phone interaction. Make sure to genuinely thank the customer for deciding to hire you!
    • High Energy – Be excited, you just got some business!
    • Over The Top Friendly – Can’t say it enough. Real, genuine, friendliness all around.
    • Set Appointment – Set a specific date and time for the job to be done. Make the customer your priority, work with their schedule as much as possible.
    • Up-sell – While speaking with the customer, read the estimate. Take the opportunity to ask the customer if they are interested in any additional services. For example, in the window cleaning business this could be screen and track cleaning.
    • Email confirmation – Send a quick e-mail to confirm the date and time of the appointment and be sure to include any other special notes you may want the customer to have.
    • Direct Referral Ask #2  – Be just as polite this time, but more direct. They have decided to hire you now, you want them to get their friends on board too. A great way to start could be, “We are a small, family-owned business and we thrive off of referrals, would you be willing to tell your friends and family about us?” . Simple, direct, and polite.

 3.  The Service Phase – Water it

  • Initial Arrival – Be on time, be professional. Have an initial scripted greeting and be consistent. You want your customer to feel like they are receiving a high end service.
  • Touch #1 – Interact with the customer, let them know that you are here to serve them and will do what it takes to make sure they are satisfied.
    • Over The Top Friendly – You get the point.
    • Work Performed – Do the job and do it right. Make sure your work is methodical, efficient, and high end.
    • Be Consistent – Have consistency and do quality work the same way, every time.
  • Touch #2 – This is another opportunity for you to identify the customer’s needs. Use a statement like, “I noticed ________ , I recommend ________.”
    • Over The Top Friendly
    • Walk-Around – Do an inspection, make sure all the work was done at a high level.
  • Touch #3 – Final interaction with the customer, make sure they are pleased with the job.
    • Over The Top Friendly
    • Direct Referral Ask #3  – Okay, now you’ve done the work and the customer is pleased. This is the perfect time to make another referral ask. You could use something like this. “Mr. / Mrs. ________ are you pleased with the job I’ve done today? Great. Would you please consider doing me a favor. We are a small family-owned business and we would love a referral…”

 4.  The Follow Up Phase – Expose it to sunlight

  • Phone Call – Make a follow-up phone call to the customer to ensure that they are happy with their product or services.
    • Pre Scripted – Have a professional, direct, and engaging script prepared.
    • Over The Top Friendly – You guessed it.
    • Direct Referral Ask #4 – There is no such thing as too many referrals, and you won’t get them unless you ask. Remember, be polite and direct. “Mr. / Mrs. ________ were you pleased with the job we did? Great. Would you please consider doing us a favor. We are a small family-owned business and we would love a referral…”
  • Email – Send a brief follow-up e-mail. Really cover your bases, making contact with the customer should be a priority.
  • Anonymous Survey – Attach an anonymous survey to the e-mail. When people know things are anonymous they tend to be more honest. You want real, honest feedback about you business so you can make it better.
    • Direct Referral Ask #5 – Include another referral ask in the e-mail or survey. Multiple asks helps your request stay fresh in the customer’s mind. “Were you pleased with the job we did? Great. Would you please consider doing us a favor. We are a small family-owned business and we would love a referral…”

 5.  The Thank You Phase – Wait and watch it grow

  • Personalized Thank You card – This is awesome. When you get a personalized piece of mail, not a bill or a piece of junk, you get excited, right? And if you got a Thank You card from a business it would make an impression, right?
Sending Thank You cards to each customer could be tedious and time-consuming, but if you use “Send Jim” it is easy, efficient, and inexpensive. Click the link, check it out.
  •  Direct Referral Ask #6 – One more thing to include at the bottom of your Thank You card. Just a quick reminder for the customer, staying fresh in their mind.

    In summary, the little things are the really, really big things. You MUST have a plan of attack like this in place for your business in order to take it to the next level. You can’t implement these kinds of procedures without a step-by-step plan. I can guarantee you that 99 percent of your competition is not doing something like this, at least not at this level, and your customers WILL NOTICE. They will notice BIG time. You will begin to reap the harvest almost immediately as long as you follow through and actually do these things inside your own business.  Referrals will start doubling, even tripling and your average job ticket will start creeping up, up, up.  Most importantly, you will make it very difficult for your customers to leave you in the future. Your customer life cycle is like a plant that you grow and nurture from a seed. After the right items are put into place and you begin doing them every single day, an amazing thing will start to happen, your seed will grow, and grow, and grow.

    Remember, your customers will never know how thoroughly you have planned their entire customer experience, but they will know that your company is far from normal.  Your company will begin to feel more expensive and in the long run, you can charge higher prices without resistance. This is because every time they interact with you and your staff, the communication is noticeably better than “normal”. All because you did the leg work to create and implement your own “Customer Life Cycle” document.

Thank you for taking the time to read this blog.  For more information on Send Jim visit the website

Take care and may God Bless the work of your hands.

112 thoughts on “Create An Amazing Customer Life Cycle”

  1. You could certainly see your skills in the work you write.

    The arena hopes for more passionate writers lkke you wwho aren’t afraid to mention hhow they believe.
    At alll ttimes go after your heart.

  2. I’ve been exploring for a little for any high-quality articles
    or blog posts on this sort of space . Exploring in Yahoo I finally stumbled upon this web site.

    Studying this information So i’m happy to exhibit that I’ve an incredibly excellent uncanny
    feeling I came upon exactly what I needed. I most unquestionably
    will make certain to don?t disregard this web site and give it a glance regularly.

  3. You can definitely see your enthusiasm within the work
    you write. The sector hopes for more passionate writers such as you
    who aren’t afraid to mention how they believe. Always follow your heart.

  4. It is in point of fact a nice and helpful piece of information.
    I’m happy that you just shared this useful information with us.
    Please stay us informed like this. Thank you for sharing.

  5. Its like you read my mind! You seem to grasp
    a lot about this, like you wrote the e book in it or something.

    I think that you simply can do with a few p.c. to force the message home a bit, however other than that, this is excellent
    blog. An excellent read. I will definitely be back.

  6. If you are nervous about dry cleansing chemical substances, you should talk to
    your cleansing corporation or offer firm to come across productive, protected cleaning chemicals.

    Making a home made carpet cleaner is an much easier and much more environmentally helpful option to using the commercial carpet cleaners that you locate in the
    retail outlet. However, industrial carpet cleaners are hard to in shape less than home furniture, or
    shut to the walls. Synthetic or human-designed fibers make up the majority of the wall-to-wall carpet market
    place and are well known owing to their toughness, toughness, stain resistance, and affordability.
    The upkeep of artificial carpet fibers is rather simple, generating this the excellent homemade carpet cleaner recipe for your flooring.
    The substances really should seep into the carpet fibers and crack apart debris and tough-to-clear away stains.
    A mild spray of water aids the substances break down the particles even more completely.
    Vacuum hightraffic parts even additional often. In typical, if you permit the
    h2o sit on the carpet for way too extensive, use as well substantially water,
    or never effectively vacuum the carpet with a damp-vac, the drinking
    water could seep further into your carpet and bring about mold.
    However, if you make absolutely sure to vacuum correctly and not enable the drinking water wholly soak
    your carpets, you need to dodge this challenge.

  7. I’m truly enjoying the design and layout of your blog.
    It’s a very easy on the eyes which makes it much more enjoyable for me to come here and visit more often. Did you hire out a designer to create your theme?
    Exceptional work!

  8. I just want to say I’m very new to blogging and site-building and actually liked your blog site. Most likely I’m likely to bookmark your website . You definitely come with impressive well written articles. Thank you for sharing your blog site.

  9. An interesting discussion is worth comment. I assume that you should compose much more on this subject, it may not be a frowned on topic however usually people are not enough to speak on such subjects. To the following. Cheers

  10. With havin so much content do you ever run into any issues of plagorism or copyright violation? My site has a lot of exclusive content I’ve either authored myself or outsourced but it seems a lot of it is popping it up all over the internet without my agreement. Do you know any ways to help reduce content from being ripped off? I’d really appreciate it.

  11. There are absolutely a great deal of information like that to take into account. That is a fantastic point to raise. I offer the thoughts over as basic motivation but plainly there are questions like the one you raise where one of the most important thing will certainly be operating in sincere good faith. I don?t recognize if ideal methods have actually emerged around things like that, yet I make certain that your work is clearly determined as a level playing field. Both boys and also ladies really feel the influence of just a moment?s satisfaction, for the remainder of their lives.

  12. This is the perfect site for anyone who hopes to find out about this topic. You understand a whole lot its almost hard to argue with you (not that I personally will need to…HaHa). You definitely put a brand new spin on a subject that’s been discussed for ages. Excellent stuff, just wonderful!

  13. May I simply say what a relief to uncover somebody who actually understands what they are discussing online. You definitely understand how to bring a problem to light and make it important. More and more people ought to read this and understand this side of your story. I can’t believe you’re not more popular given that you most certainly possess the gift.

  14. After looking over a handful of the blog articles on your web site, I seriously like your way of blogging. I book marked it to my bookmark website list and will be checking back soon. Please check out my website as well and tell me your opinion.

  15. Your style is unique in comparison to other people I have read stuff from. Thank you for posting when you have the opportunity, Guess I’ll just book mark this page.

  16. You have made some decent points there. I looked on the internet to learn more about the issue and found most individuals will go along with your views on this web site.

  17. Having read this I thought it was very informative. I appreciate you finding the time and energy to put this content together. I once again find myself personally spending a significant amount of time both reading and commenting. But so what, it was still worthwhile!

  18. Aw, this was an exceptionally good post. Taking a few minutes and actual effort to produce a superb article… but what can I say… I procrastinate a lot and don’t manage to get anything done.

  19. I’m amazed, I have to admit. Seldom do I encounter a blog that’s equally educative and amusing, and let me tell you, you’ve hit the nail on the head. The problem is something that not enough men and women are speaking intelligently about. I’m very happy I found this during my hunt for something regarding this.

  20. Nice post. I learn something new and challenging on blogs I stumbleupon every day. It will always be helpful to read through content from other writers and use something from their web sites.

  21. I would like to thank you for the efforts you have put in penning this site. I am hoping to check out the same high-grade content from you later on as well. In fact, your creative writing abilities has encouraged me to get my very own website now 😉

  22. After looking at a few of the blog posts on your web site, I honestly like your technique of writing a blog. I added it to my bookmark webpage list and will be checking back soon. Take a look at my website as well and tell me how you feel.

  23. Excellent site you have here.. It’s difficult to find good quality writing like yours nowadays. I honestly appreciate individuals like you! Take care!!

  24. I absolutely love your website.. Excellent colors & theme. Did you build this site yourself? Please reply back as I’m wanting to create my very own website and want to learn where you got this from or just what the theme is called. Appreciate it!

  25. Good web site you’ve got here.. It’s hard to find good quality writing like yours these days. I seriously appreciate people like you! Take care!!

  26. Can I simply say what a comfort to discover a person that truly understands what they are talking about over the internet. You definitely realize how to bring a problem to light and make it important. More people must read this and understand this side of your story. I was surprised that you are not more popular since you definitely have the gift.

  27. Aw, this was a very good post. Finding the time and actual effort to create a superb article… but what can I say… I put things off a whole lot and don’t manage to get anything done.

  28. Nice post. I learn something totally new and challenging on sites I stumbleupon every day. It’s always helpful to read articles from other authors and practice something from their sites.

  29. A motivating discussion is definitely worth comment. I think that you ought to write more about this issue, it may not be a taboo subject but usually people don’t discuss these topics. To the next! All the best!!

  30. Right here is the perfect site for everyone who really
    wants to find out about this topic. You realize a whole lot its almost hard
    to argue with you (not that I really would want to…HaHa).
    You definitely put a brand new spin on a topic that has been written about for ages.

    Wonderful stuff, just excellent!

  31. I’m impressed, I have to admit. Rarely do I come across a blog that’s equally educative and engaging, and let me tell you, you have hit the nail on the head. The issue is an issue that not enough folks are speaking intelligently about. I am very happy that I found this in my search for something relating to this.

  32. You have made some really good points there. I checked on the web for additional information about the issue and found most individuals will go along with your views on this site.

  33. Hi, I do believe this is a great blog. I stumbledupon it 😉 I may come back once again since I bookmarked it. Money and freedom is the best way to change, may you be rich and continue to guide other people.

  34. Your style is really unique compared to other folks I’ve read stuff from. I appreciate you for posting when you’ve got the opportunity, Guess I will just book mark this web site.

  35. You’re so interesting! I do not think I’ve read through something like that before. So great to find another person with some original thoughts on this subject. Seriously.. thank you for starting this up. This website is something that is required on the internet, someone with a bit of originality!

  36. A fascinating discussion is worth comment. I do think that you ought to write more on this issue, it might not be a taboo matter but generally people do not discuss such subjects. To the next! Best wishes!!

  37. After looking over a few of the blog articles on your blog, I honestly appreciate your technique of blogging. I book marked it to my bookmark site list and will be checking back soon. Take a look at my website as well and let me know what you think.

  38. An outstanding share! I have just forwarded this onto a co-worker who has been conducting a little research on this. And he actually ordered me breakfast because I discovered it for him… lol. So let me reword this…. Thanks for the meal!! But yeah, thanx for spending the time to discuss this matter here on your internet site.

  39. Hey There. I found your blog the usage of msn. That is a very smartly written article. I’ll make sure to bookmark it and return to read extra of your helpful info. Thanks for the post. I will certainly return.

  40. You’ve made some really good points there. I checked on the internet for additional information about the issue and found most individuals will go along with your views on this web site.

  41. I blog often and I truly appreciate your information. The article has truly peaked my interest. I will bookmark your blog and keep checking for new information about once per week. I opted in for your RSS feed too.

  42. Hello! I was able to have sworn I’ve been to this site
    before but after considering many of the posts I realized it’s unfamiliar with me.

    Nonetheless, I’m certainly happy I found it and I’ll be bookmarking it and checking back frequently!

    My web-site … JohnnyJYoust

    1. As a Small Business Owner, It is vital to gather as much info as possible, being polite is just the tip of the iceburg. ANSWER THE PHONE and keep asking the customer questions for Your customer management.

Leave a Reply to Cancel Reply

Your email address will not be published. Required fields are marked *

Scroll to Top