Are your customers telling you the whole truth?
Guest Post: Customer satisfaction starts with clean contractingJuly 1st, 2015 by
This guest post was written by Brian Paich, Business Development Manager for BuildClean Dust Control System, A Division of Illinois Tool Works. Brian has worked directly with contractors and homeowners across the country for several years, learning what is most important to both audiences. We’re happy to have him share tips on ways to achieve customer satisfaction through a clean job site.
You have the workmanship. You have the clientele. Now it’s time to bring on the happy – happy client that is.
No matter the budget, homeowners expect to be able to live through a remodeling project with a minimum amount of disruption. Realistic? It could be, but first, you need to address the homeowner’s No. 1 concern and pain point – dust control.
Almost seven in 10 homeowners are unhappy with how their contractors controlled dust during their remodeling project, according to a study by MMR Research Associates, Inc. More than 80 percent of homeowners say job site dust is the most serious annoyance during remodeling.
If you doubt this research, think back to your past client issues or run an Internet search on “complaint + remodeling dust” to see about 15 million results that feature stories of unhappy homeowners. Also note that on average, one unhappy client will tell 5 people of their bad experience.
It’s not rocket science. You need an effective dust control plan to keep your clients satisfied.
Customer satisfaction can make or break the entire remodel and your reputation. To up the ante, think about your clients who are parents of an asthmatic child or are taking care of an elderly parent. Indoor air quality is a major concern for them. They want to keep their families safe from hazardous materials floating in the air from the debris that’s created throughout the remodeling project.
Here are three steps you can take to eliminate both stress and airborne job site dust from your next remodeling project.
Be the clean contractor who cares
Ask homeowners about their air quality concerns before the remodel and find out if they have anyone in their family who has chronic breathing issues, such as asthma. When you ask these personal questions, you show that you understand the importance of their family’s health and you have a solution. This one simple step will set your business apart from all others.
Incorporate the newest equipment
Following best practices and quarantining the area can only do so much. Dust travels fast and you need added assistance. For example, air scrubbers, such as the BuildClean Dust Control System, help eliminate up to 90 percent of airborne dust from the worksite. You can keep your clients happy and make clean up a seamless process for your workers. Being a clean contractor gives your homeowners a sense of ease and puts you ahead of the competition.
Follow-up is everything
To help alleviate both confusion and dissatisfaction, setting timelines and check-in points before you start the remodel will keep the homeowner updated on the project details and ensure that they are happy throughout the entire process. You know how damaging a bad customer experience can be, or how valuable a positive customer review is to your marketing efforts. Constant engagement is an ideal way to ensure a positive outcome.
When you give your customers peace of mind by keeping their families safe from hazardous remodeling dust, you are setting yourself up for success. You want to be the contractor that took the extra steps, especially when you become the topic of conversation between the soccer moms during the next home game.
Make sure your clients know that their livability during the project is one of your top priorities. The customer experience begins within the first five minutes of meeting the homeowner. Make those minutes count by promising – and delivering – the best experience money can buy.