Providing a great customer experience does a lot for your contractor business, but most importantly, it’s one of the main ways you can go beyond the competition. Too many contractors still work on a “job-by-job” basis – they focus on finishing jobs as fast as possible and moving on to the next with no regards to the customer experience.
The thing is: the experience your customers have with you will influence many important aspects of your business, such as your reputation, as well as increasing their chances of calling you for other services and referring you to friends and family – in turn, getting your more jobs.
But how to improve your customer experience in a way it doesn’t disrupt your flow? Let’s check out some tips!
1. Communicate
Communication is the pillar of any relationship, and it’s no different when it comes to the relationship with your clients.
First and foremost, always have an open line of communication with them. Whether it’s by phone call, direct messaging, or email – whichever works best. The goal is that whenever the client wants to get in touch with you, they can do it easily and also get a quick reply.
But promptness is not all:
Be sure to actually solve any doubts and problems your clients may have. Being quick to answer is always a plus, but it does nothing if you leave problems hanging for later, which stresses out the client and halts progress of the project you’re working on.
2. Solve problems
The bigger the project, the more likely it is for problems to arise. And it’s perfectly normal too – problems coming up are not necessarily a sign of bad management. With so many moving parts and different people intersecting, it just happens.
But regardless of where the problem comes from, you have to deal with it – and fast.
Usually there are two different types of problems that come up: the ones that come out of nowhere and drop on your lap, and the ones you can see coming if you don’t do something about it. The ideal way of dealing with both is the same: simply deal with them as fast as you can.
Of course, if you can prevent a problem from even happening, it will be even better, but it’s not always under your control. What is actually under your control is how you decide to solve whatever comes, and that is what will make a difference in the end.
Besides, nothing feels worse for a client than to see their project being halted. If a problem ever occurs, be sure to let the client know you’re already on it and update them on the progress. It’s a way better feeling to know someone is taking care of it!
3. Manage expectations
Here comes the importance of being open from the beginning and having a written contract before starting the job.
When you start talking to a client, be inquisitive to figure exactly what they want and expect from your service… and then write it down on a contract. This is a necessary step to manage expectations so that you deliver on the level they expect, but also make your life easier by having it written down so that both parties can agree on what was determined.
4. Have a vision
What impression do you want to leave on your clients once the job is done? How do you want them to feel? How do you want them to talk about you to others?
These are questions that will help you determine how to visualize your optimal customer experience. Having the end goal in mind helps you deal with anything that comes up in the best possible way, because you’re already thinking of how the client will react in the end.
5. Leave on a good note
Finally, no ones like the feeling of “OK, we’re done, see ya”. Try to end the project on a solid note – clean the job site and be sure to talk to the client one last time before calling it done. Say goodbye with a nice handshake too!
Getting the job done is important, but making sure the client is happy is the extra that will improve your reputation and customer service, boosting your business.
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