2.Tell customers how they can help you. Another driver of Debbie’s success is that she asks for help when she needs it. For example, the time of day she was cleaning certain clients’ offices became inefficient given her small crew and the distance between jobs. So she asked some clients if they could accommodate a different schedule. Given her flock of happy clients, most were happy to oblige.
That reminded me of Jeff Bezos’s recent annual letter to Amazon shareholders, in which he wrote that he tries to instill the idea that it’s always “Day 1,” meaning that everyone, to some degree, acts as if Amazon is a brand-new startup. As he says, established players become vulnerable when they slip into “Day 2” mentality:
1. Make the most of your “Day 1” advantage by uncovering new customer pain. Unlike other cleaning services, which seem to take offense when you give them feedback, Debbie checks in every few months to ask if there’s anything her team can do better. She does that consistently, even if the feedback has been good and there is seemingly no need to check in.