Phil Risher says finishing a service job is where the relationship starts, not ends. You need systematic follow-up, regular communication, and referrals to build lifetime customer value. Leaving it to chance kills future revenue.
The job is over, but the relationship is just getting started. You can't get lifetime value without a lifetime relationship. Just because the job is done doesn't mean that you disconnect from this customer and they'll call you when they need you. No, you have to start building the relationship with them. You don't go out on one date and then say, "Oh, they'll call me whenever they want to talk next." No, you got to go out and talk to these people, build a relationship so that they refer you, so that they come back for your next service. Don't just leave referrals and past customers coming back to chance. Make it an actual process in your business.
