🏁 ROT #6: Customer service that actually prints money

Every badass junk removal entrepreneur wants to stand out and make more money. Here’s a secret: it ain’t the fancy truck or the low prices that set you apart.

Customer service is the freaking X-factor.

I’m talking about the way you treat people – that’s what makes them remember your name and call you back (and bring their friends along). If your customer service is gold, you’ll be the go-to business in no time; if it sucks, you’re leaving piles of cash on the table.

Answer the Damn Phone (Or Call Back Fast!) 

You know what pisses customers off? Calling a service business and getting no answer.

Don’t be that guy — always answer the phone.

If you’re on another job or you physically can’t pick up, have a kick-ass voicemail that actually sounds welcoming – and promise a callback within 15 minutes (I got that tip from Justin, so shout out to him), then call them back fast as hell.

Most people will hang up and call the next company on Google if you ghost them for an hour. Showing them you’re responsive from minute one is the first step to earning their trust and their dollars.

Communicate Like Crazy (No One Likes Being in the Dark)

Customer service isn’t just a friendly voice; it’s keeping your client in the loop at every step (confirmation emails, appointment reminders, on-the-way texts). These little communications make a huge difference.

Your customer isn’t left wondering if you’ll show up or if you forgot them.

They feel taken care of, and that feeling is worth a lot.

• Booking Confirmation: Email or text right after scheduling to confirm details.

• Appointment Reminder: A polite reminder message the day before (or a few hours before) so they don’t forget.

• On-the-Way Text: Let them know you’re heading over and your ETA, so they’re ready.

When you communicate like this consistently, customers are almost shocked.

Why?

Because so many businesses drop the ball here. Being the guy who keeps clients informed is an easy win that most of your competition is too lazy to do.

Use a CRM to Keep Your Shit Together

You might be thinking, “This sounds like a lot to juggle when I’m out hauling crap all day.”

You’re right – you can’t remember all this stuff on your own.

That’s why you need a CRM (Customer Relationship Management) system. Invest in software that can automate those emails and texts, track your appointments, and basically keep your shit together for you.

There are plenty of easy apps out there to send those confirmation emails and texts automatically, so no excuses. A CRM also helps you keep notes on customers (their preferences, special instructions) so you can be consistent and professional as hell every single time.

Automation isn’t cold – it’s how you make sure no customer falls through the cracks.

💎 Consistency builds trust, and trust builds a killer reputation.

No B.S. Pricing – Be Transparent and Honest

Ever had a contractor give you one price then jack it up later with “oh, that’s extra”?

Don’t do that to your customers.

Transparency and honesty in pricing is non-negotiable. If you quote a job at $300, stick to $300 unless the customer literally adds more junk than they said.

And if there’s any potential extra charge (like a fee for heavy materials or an extra stop), be upfront about it from the start.

People can handle the truth, but they hate surprises.

Same with expectations: if you say you’ll clear out the garage and sweep up, then do it. If there’s something you won’t do, tell them upfront.

You’d be amazed how many customers choose the honest, slightly pricier guy over the sketchy cheap quote. They want someone they can trust in their home – be that someone.

Professionalism: Look, Speak, and Act Like a Pro

“Professionalism” isn’t about wearing a suit – in junk removal, it’s about how you carry yourself. Show up in a clean company shirt (or at least a clean shirt, period). Speak clearly and confidently.

Have a stupid-simple sales script ready for calls and in-person chats so you greet them, introduce yourself, ask how you can help, and guide the conversation smoothly — no awkward pauses or rambling.

It sends a clear message that you know what you’re doing. And when you’re on site, guide the customer like a baby through the process.

Explain what you’ll do: “Ma’am, first I’ll take a look at what you want gone and give you a firm price. If that sounds good, I’ll start loading it up right away, then we’ll handle payment once it’s all done and you’re satisfied.”

💎 This kind of clarity makes people comfortable as hell. That trust is priceless.

Go the Extra Mile (Leave It Spotless)

You want to really blow their minds? Go the extra fucking mile on every job.

Don’t just toss the junk in your truck and peel out.

Take a moment to tidy up the area you cleared (sweep or rake it up; if you cleared out a shed, maybe wipe down a shelf or the floor).

Do the little touches that 99% of other businesses won’t do. When the customer sees the space cleaner than it was before, that’s pure magic.

It’s the kind of story they’ll tell their friends and family.

Going above and beyond shows you actually give a damn. It tells the customer you’re not just here for a quick buck; you’re here to provide a killer service.

And hey, be personable while you’re at it. Smile, crack a joke if the moment’s right, compliment their cool Star Wars collection – whatever.

Be a human, not a robot hauling trash. People remember how you made them feel. If you can make a customer smile while you’re knee-deep in their old junk, you’ve won.

They’ll remember you as that friendly, hardworking dude who made a crappy chore feel easy.

Build Lifetime Value: Relationships Over One-Offs

💎 You can turn a $200 job into tens of thousands over time by building lifetime value. Don’t treat a customer like a one-night stand; woo them like you want a long-term relationship.

This means after you’ve finished the job and done everything right, stay in touch. Send a thank-you email or even a handwritten note (if you really want to stand out).

Include a discount for next time or a couple of extra business cards for their friends. “Hey John, good luck with the remodel – if you need anything else hauled, let me know.” Little gestures like that show that you see them as a person, not just an invoice.

When you create this kind of personal connection, customers won’t shut up about you. They’ll refer you like crazy because they feel like they know you.

And when they need junk removal again next spring or in two years, who are they gonna call?

The guy who treated them like a VIP, that’s who. This is how you start building an army of loyal customers that feed you steady work through word of mouth.

Be On-Time (Early, Actually) Every Damn Time

This one’s so simple but so many folks screw it up: show up on time. Actually, aim to be 5-10 minutes early.

In the service world, if you’re on time, you’re late.

Customers have schedules and zero patience for you running behind. If you promised a 2 PM arrival, you roll up at 1:59 PM like a boss.

And if some act of God happens (traffic jam, flat tire) and you’ll even be 5 minutes late, call or text immediately to apologize and update them.

Being reliable and punctual tells your customer, “I respect your time and I keep my word.” That alone puts you miles ahead of the stereotype flakey contractors.

You’re not “just another junk guy” – you’re a pro who shows up.

Get Google Reviews – They’re Freaking Gold

After you’ve done all this – answered the phone, kicked ass on the job, wowed the customer – don’t be shy: ask for a Google review. Those little stars on Google are worth money, straight up.

People trust them like a friend’s recommendation. You need to build up a war chest of 5-star reviews so when someone searches “junk removal near me,” your name shows up with a shining reputation.

And those reviews will boost your SEO, phone calls, and bookings without you spending a dime on advertising . It’s proof to future clients that you’re the real deal.

Hustle, Heart, and a Badass Reputation

You build your brand reputation job by job, day by day. It’s about friendliness (smile, be cool to people), professionalism (do what you say, do it right), and straight-up hustle (work your ass off).

You do all that, and word will get around. You’ll become known as the “Rich Off Trash” guy who turns junk into gold via killer service and hustle, leaving competitors wondering how the hell you’re getting so many referrals and repeat jobs.

So, remember all this next time you pick up the phone or step onto a job site.

Customer service is your secret weapon.

When you genuinely give a shit about helping people (not just making a buck), customers see that. It sets you apart in a field full of half-assers. It makes people remember you, trust you, and hit up their neighbors about you.

Do it right, and you won’t just have customers – you’ll have raving fans and a bank account to match.

That’s how you get rich off trash, baby. Now get out there and make it happen 🏁🏁🏁