Are your customers telling you the whole truth?
Three areas of concern customers have a difficult time telling you aboutSeptember 26th, 2018 by
For the most part, people don’t enjoy conflict. When a homeowner sets out to remodel their home, have new siding installed, or have a pool built, they’re not looking to nit-pick with the company they’ve selected to do the job. Major components of a project, like budget and schedule, will, of course, be discussed with customers, but what about the other aspects of the project?
Concerns can crop up throughout a project and not be shared with you because a customer might feel that their concerns are not that significant. It should be your priority to not neglect the little things and excel at providing solutions to customer concerns often forgotten. Here are three of the most common concerns that customers have a difficult time telling you about.
The character of your company matters to your customers. Professionalism transcends your interaction with a client; it needs to be a quality present throughout your company. Aside from looking polished, true professionalism stems from how well you and your team deliver customer service.
Window Nation provides substantial customer service training company-wide to ensure unvarying professionalism. Harley Magden, Co-Owner and CEO of Window Nation, says “Every member of our team is equipped with a 100-page manual which outlines how to perform in-line with Window Nation’s standards throughout a variety of scenarios. This helps to ensure our delivery of customer service is consistent throughout the company.”
Job site cleanliness
Avoiding unspoken tension with a customer can be as simple as picking up after yourself. It’s a small thing, but think about it this way, do you want soft-drink bottles, nails, and dust to overshadow your company’s craftsmanship?
Training your staff to treat each project as if it’s their own home is critical. Your customer might not tell you about the trash they had to pick up after your workers, but they’ll probably tell their neighbors and friends. Keep in mind customers share more bad experiences than good.
When a customer contacts your office and doesn’t receive a response in a timely manner it can tarnish their feelings about your company. Additionally, if your customer doesn’t have a solid point of contact, it can greatly affect their overall perspective of your company and cause major confusion.
The best builders, remodelers, and contractors understand that the key to keeping clients happy depends on cultivating a trusting relationship with them. Appointing a point of contact that communicates with your customer on all critical aspects of their project and provides progress updates, will instill dependability. No one will accuse you of oversharing details; though keep in mind, it’s important to keep it simple.
To really know how well your company is performing in all customer concern areas, consider surveying your customers. Ask specific questions about your company’s professionalism, cleanliness, and communication. Review each response with your staff and begin addressing areas for improvement.