Customer service is the direct connection between your company and clients. When your customers are happy with the service they are receiving, they are likely to come back when they need renovation services in the future. They are also more likely to share their positive experiences with friends and neighbors looking for services.
Here are a few things to consider as you are working to improve customer service in your home improvement business:
Be Empathetic and Grateful
A good relationship with a customer starts by showing empathy and gratitude. Be sincere in thanking each customer for their business and letting them know that your team cares about their satisfaction.
If something goes wrong, do not brush the issue under the rug. Instead, take time to listen to their feedback and comments. Then, be proactive by validating their requests and showing that you understand the issues.
Then, do what it takes to correct the problems so you leave each customer with a positive impression. The goal is to end each project with a happy customer.
Be Transparent and Communicative
You are working in an intimate part of people’s lives: their homes. This is why you must maintain the highest levels of respect every time you are on their property.
Keep the lines of communication open at all times. Homeowners should know everything that is happening. Share details about the timeline, construction plans, and anticipated completion date. Follow up about your progress and any necessary adjustments in the schedule. Invite them to reach out if any questions arise during any stage of the construction process. Good communication is a form of expectation management for your team and homeowners.
Ask for Feedback and Reviews
Have a conversation with each homeowner to ask for feedback about their experience and level of satisfaction. If the customer is happy with your service, ask them to share their review on social media or Google. You can also ask for permission to post their reviews on your website.
While the goal is to get good feedback from every customer you serve, negative feedback is also a valuable resource. Learn from this feedback to see how to improve your services and better support future customers.
Customer Service is a Great Investment
Focusing on customer service is a free way to boost your business. Teach your team members to maintain the highest levels of empathy and communication, and always ask your customers for honest reviews about the service they received. Over time, you can continue improving to become the company every one associates with excellent customer service.