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Bob Staggs has been involved in the asphalt maintenance business since 1978 and in 2006 started his own company, Staggs Pavement Maintenance in Louisville, KY. Staggs Pavement Maintenance offers comprehensive maintenance services including sealcoating, striping, asphalt repair, hot pour crackfilling, wheel stop and signage installation as well as asphalt paving and concrete construction and repair using well established subcontractors.

"I started off with everything I offer now. My customer base was apt to need any of those services at any given time so I wanted to be in a position to offer them whatever they have a need for," Staggs says.

Most of these customers are property management professionals and developers with responsibility for multiple properties. Although Staggs is appreciative of the customers that stuck with him, he knows that he cannot be content. "I utilize a refined direct mail advertising campaign so I can manage the expansion of my customer base and grow my business at the rate and in the direction that works best," Staggs says. A Yellow Pages ad, membership in trade associations, and the company's website complete the majority of the company's marketing efforts.

Staggs says the best way to continue to build customer loyalty is outstanding customer service. He cites the company's professional approach and dedicated customer follow-ups as what sets him apart from the competition.

The first step for Staggs Pavement Maintenance is to meet the customer and develop a rapport. After the job is complete but before the invoice is given, Staggs always follows up with the customer. This way Staggs can ensure the customer is completely satisfied. If not, Staggs can fix what needs to be before leaving the site completely.