“If someone offers you an amazing opportunity and you are not sure you can do it, say yes. Then learn how to do it later.” – Richard Branson
We can all agree that when we have a good customer service experience we might tell one person, but if we have a bad one, we are more likely to share this with everyone we know. If you are the service provider, the best way to get an edge on your competition in the remodeling industry is to give clients and potential customers EXCEPTIONAL customer service. And that means going “above and beyond” to get the job done, EVERY time.
Below are some tips to help you stand out among your competitors:
Pick Up The Phone. While everyone seems to email nowadays, one way to show clients you really care about their business is to give them a live call! While it may seem like an easy thing to do, many businesses have forgotten the value of building relationships through personal contact. Think about how much quicker you can talk to someone, learn more about their needs, give an estimate, and schedule a meeting over the phone versus email. Person to person live contact is underestimated and is a great way to let customers that you care about doing good business.
Follow Through! If someone emails you, respond! If they reply, this is the perfect opportunity for you to offer assistance with any other need they may have. If a customer does not reach out to you, be proactive and follow up with a sincere message to let them know that you are simply checking in to see how they’re doing. Follow through and closing the loop on details shows that you are sincere, organized, and willing to go the extra mile to build an ongoing relationship with the customer.
UNDER-Promise. OVER-Deliver. If you promise a customer that their project will be completed in one month, try your very hardest to get the job done in three weeks! If your estimate for the job is $5,000, aim to get the cost down and completed for a little less. These “winning” moments with your customer will resonate not only with your customer to business owner relationship but also in the way that customer talks to others about your services and integrity.
Don’t Worry, Be HAPPY. Is there anything more unappealing than a less-than-enthusiastic greeting from the employee in a checkout line? The impact of a smile, a warm greeting from an employee to a customer is priceless. Be happy when you answer the phone, give estimates, talk to your clients, and close a sale – not only will your customers will have a better experience, but you will, too!
Be Available. Double check that your company contact information is easy to see and available in multiple places on all marketing resources. When a customer contacts you, make sure that you are available. If you can’t talk to them at that very moment, make it a priority to get back to them before close of business the SAME day.
It doesn’t matter what type of product or service you offer, these tips serve both the reputation of your industry and the respect to your customer showing your integrity and commitment to providing an excellent experience.
