Are your customers telling you the whole truth?
Cultivating a company culture focused on customer serviceJanuary 22nd, 2018 by
According to an article from Search Engine Land, the star rating is the most important factor for consumers when analyzing the reputation of a business online, and if a business has a one- or two-star rating, only 13% of consumers will consider using it. At GuildQuality, we have collected thousands of star-ratings from homeowners that not only help our members to improve their businesses, but also other homeowners looking for talented contractors. Over the years, we have found that customer service plays a significant role in a star rating score. So, if your company is committed to delivering excellent customer service, not only are your current customers happy, but you’re also creating a great foundation to satisfy future customers.
In order for you to deliver excellent customer service, you must first have a culture that emphasizes its importance. It’s essential for those in leadership roles to develop clear customer satisfaction goals that outline exactly what the expectation is. Not sure where to start? Here are three ways to begin creating a company culture focused on providing exceptional customer service.
Emphasize the importance each team member has to the overall customer experience
From the initial meeting to the final walk-through, your customer is interacting with different people from your company. Every member of your team makes an impact on the experience of your customer.
Aside from just telling your employees they matter, show them the results of their interactions. Survey your customers and ask them specific questions about their time spent with individual employees or particular departments. Additionally, address aspects of a project that mean the most to your clients. Are you and your team meeting their expectations when it comes to construction quality, communication, scheduling, and value? All of those aspects are components of your customer’s experience.
Surveying your customers allows you to actually measure if your company’s focus is on customer service. Once you begin receiving responses from your customers, share them with the rest of your team to help encourage adoption.
Establish a work environment where education and sharing best practices is encouraged
The members of our community of quality use their customer feedback in different ways. Companies who are successful at building a strong customer service culture review every survey response and ensure their team reviews the feedback as well. They discuss impressive work and find solutions for weaknesses, using the opportunity to learn and grow as a team.
Keep your customer service culture in mind when growing your team
Educating your staff on the impact they have on a customer’s experience and strategizing how to improve your service as a team can be incredibly powerful for your business. As your company begins to grow, be mindful of the types of personalities you’re hiring into your company. The candidate you’re looking to bring on board might be a great craftsman, but are they a cultural match with your company?
Cultivating a company culture focused on customer service isn’t easy, but find comfort in knowing the best home builders, remodelers, and home improvement professionals are also making this a priority for their businesses.