Now I am sure you are asking: what can he be on about? Screwdrivers? Let me explain. One of my clients has a business (bespoke furniture design, manufacture and installation) that is very high-end and, almost, completely referral based. However, his clients don’t like to be sold to and he is very protective of his relationship with them. His challenge was how to stay ‘front of mind’ with them and to encourage and generate new business enquiries and referrals.

Many installations whether kitchens, beds, bookshelves etc will ‘settle’ and ‘bed-in’ over time meaning that some of their parts will need slight adjustment, tightening or re-aligning. The idea that we came up with was based around adding an additional free service visit onto their existing product offering i.e. offering a free installation service visit to all existing clients and to new clients six months after installation. When implemented, my client found that there was very little actual servicing that needed to be done but that the impact in the customers eyes was huge and lead to a series of new enquiries and business.