What's your recommendation rate with your customers?
Three ways customer feedback can move your business forwardDecember 12th, 2017 by
Nowadays, client testimonials can make or break the reputation and trustworthiness of a brand. In addition, the rise of the internet has made it more important than ever to foster and facilitate positive customer reviews, especially for professionals in the construction industry.
One way that businesses learn the opinions of their customers is by taking advantage of surveys. These allow clients to anonymously voice their thoughts about the way their contractor handles his or her business and treats customers. Once a customer has given feedback, they are more likely to become an advocate for the brand, spread positive word-of-mouth, and remain loyal in the future. Here are three more ways that customer feedback can move your business forward:
1. Uncover areas for improvement
Gathering feedback through customer surveys will help identify the areas where your business might be lagging. For example, if deals seem hard to come by, it might help to survey lost prospects about their sales experience. Or, if growth appears to be at a plateau, past customers can reveal where you fell short of their expectations. If a number of respondents feel similarly about an issue – be it your pricing, the way you or your team deal with people, or the quality of your work – then you know that’s an area for improvement.
2. Insight into the future
Are you having trouble identifying exactly what businesses and homeowners are going to be looking for in the new year? Contracting businesses that have trouble projecting what the top remodeling trends will be can utilize surveys for better insight as to where their customers will lean in the coming months or years. Asking people what they want, what they think will be most popular, and how they think a contracting company should operate is the most direct way to make quick changes that have a lasting effect.
3. Strengthen current relationships
If people see that you care enough about them to work their thoughts into your services and business strategies, they’re much more likely to remain loyal to your company. Without acknowledging your customer base, it will be extremely difficult for you to deliver the services that they desire.
Customer feedback is the key to determining what customers want from you as a home improvement professional. Investing in collecting customer feedback through surveying is a small cost if the reward is vastly improved customer offerings, so why not ask the questions that will help you build a stronger company?
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