Google home improvement contractors in your area. You’ll notice many who list customer service as one of their top attributes. Within a few clicks, reviews from their clients tell a completely different story. Talk about a huge red flag to homeowners. Remodeling clients are looking for a contractor who doesn’t just talk the talk, but walks the walk when it comes to delivering an outstanding experience. Take a moment and ask yourself, is your company the real deal when it comes to customer service?
Client Perception is Everything
Author, Kate Zabriskie summed up the importance of understanding where you stand with clients best when she said, “the customer’s perception is your reality.” In order to become a remodeler who means business about quality service, you have to accurately measure how you’re perceived in the eyes of your clients. So many remodeling business owners hesitate to deep dive into what’s on the minds of their clients. Nobody enjoys having their flaws pointed out, but when it comes to your business it’s absolutely critical to know how your clients feel about your performance, good, bad, or ugly.
Establish a process where your clients can comfortably and honestly express their thoughts about your work. Surveying is an easy and effective way to accomplish that. Once you begin gathering feedback you can begin to uncover the areas you and your team are excelling in, and the areas that might need a remodel.
Improving Service as a Team
The worst thing you can do with customer feedback is nothing at all. Once you begin to learn what your clients think about your performance, share that information with the rest of your company. Remodelers who are the most successful at building a strong customer service culture review every survey response with their team. Together they recognize excellence, set goals, and find solutions for weaknesses. They view feedback from customers as an opportunity to learn and grow. These remodelers know that the effort they put into client experiences behind the scenes translates into better relationships with clients.
Delivering on your promise of customer service is the single most important thing you can do to establish trust and credibility in the eyes of homeowners. They don’t expect perfection, they do expect that you’re a remodeler of your word who strives for customer satisfaction.
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