Ratings are one of the best ways to build confidence in your new customers. How do you get good ratings? The answer is simple, great customer service. Customer service is the first thing a homeowner will rate you on, so the way your customers feels about you is important. The more you show you care about them, the more likely they’ll want to continue working with you. Understanding what customers needs are and providing a service to meet those needs is important. Excellent customer service can create loyal customers who are willing to refer your business to friends, family, and colleagues. With that in mind, providing good customer service to your customers should naturally be a major priority in your day-to-day schedule.
This article lists 3 top tips on how to give excellent customer service to the homeowner.
Communication.
Don't wait for the customer to contact you, contact them first. Try to reply to the customer as soon as you can to arrange to do a quote, then follow up quickly with the quote. Delaying a response will not help you and will only annoy the customer. Even if you can’t do the work right away, at least let them know you've got their request and then supply them with a timeline of when you’re able to get the work completed. If you can’t find the time to do the work, it will be considerate of you to let them know as soon as possible so that they can make alternative arrangements.
Feeling like you are lost and don’t know what’s going on is one of the worst situations a customer can be in. Even if you don’t have anything major to report, you can still let your customer know what you’re working on and how things are progressing. Status updates will reinforce your customer that they’re involved in the project.
Dealing with complaints.
Although nobody likes dealing with customer complaints, studies shows that between 70 to 90 percent of customers are willing to do business with you again if you can successfully resolve their issue the first time around. The best way to handle a complaint is to listen. If a customer points out that an error has been made, it is best to apologizes and then to take steps to ensure that the mistake is rectified. It's not helpful if you simply deflects the blame on to the customer, or even refuses to admit that there could have been an error.
To stay consistent, use the CARP method of dealing with unhappy customers:
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Control the situation
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Acknowledge the dilemma
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Refocus the conversation
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Problem-solve so the customer leaves happy
If you receive the same complaint repeatedly, be sure to make note of it. It’s more likely a bigger problem than you realize. Remember that only a small percentage of customers will ever speak up.
Know how to close.
Closing is one of the most underrated service skills you can have. This does not mean closing a sale, I am referring to once you have finished the job. It is important not to leave an issue unresolved. Taking the time to confirm that every issue brought forward by the customer has been solved, this will ensure that the customer is totally happy with the finished product. Your willingness to do this shows the customer three important things:
- That you care about getting it right.
- That you're willing to keep going until you get it right.
- That the customer is the one who determines what's right .
So ensure that you and your team are always at a place where your customer says, “Yes, I’m happy!” before you close a job off.
Customer service is not just all about doing a great job, it's about the first call you make right through to the moment you leave the finished job. Even if you have not done the job, the customer can rate you on your customer service you provided during the quotation period. These customer service tips are just the basics so keep them in mind, be creative and start building your reputation as a Better Quality Contractor!
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