Tuesday, July 16 2019
How Contractors Can Provide a Better Client Experience
As a contractor or building professional, you strive for client satisfaction. Providing quality work, innovative design, and superior customer service is how you can exceed client expectations and differentiate yourself from other companies. The recipe for success isn’t always obvious, but with these tips, you can ensure your clients will experience the best customer service in the business!
Provide Speedy Project Estimates
When you meet with a potential client requesting a proposal, it is important that you gather all the details of the project so you can provide an accurate estimate. You can create a generic form that has the basic requirements of various projects (ie. kitchen remodel, bath remodel, addition, etc.) to help you record and organize project specifics for use during the quoting process. A project proposal is one of the first impressions your potential clients receive and can be telling of your entire work ethic, which is why quick and accurate estimates are crucial in this industry.
Communicate with Clients
It’s important to maintain an open line of communication with your clients throughout the project. Ask your customers if they prefer contact via phone calls, texts, or emails, and then use that method whenever possible. Provide regular updates regarding schedule, deliveries, and job progress. Send them pictures when something big is accomplished, like cabinet installation or completed flooring so they can get excited about the completion of their new space.
Managing your client’s expectations and educating them on any project limitations is imperative. Remind them that changes in a construction project are normal and that you will inform them immediately of any necessary modifications. Make reasonable promises and then over-deliver and exceed your customer’s expectations.
Remain on Schedule
Develop a project schedule and try your hardest to follow it. Budget some extra time for any unexpected project delays when creating your schedule. We know projects can sometimes be delayed due to weather, permits, and longer than expected material lead times, so be sure to let your client know about any occurrence that will delay project completion.
Make Their Lives Easier
As a contractor, you were hired to manage and execute your client’s home renovation, and to make their lives easier through this process. You can do this by helping indecisive customers choose design materials or helping them create and maintain a functional living space while living through a renovation. Little things you can do to help them out will boost their client satisfaction.
Follow Up with Customers
Once a client is settled into their new space, follow up with them for feedback. See how they are liking the storage and functionality of their new kitchen, or how their new accordion doors illuminate their space with natural light. This follow up will show that you care about them and value their feedback, which equals higher customer satisfaction and more referrals from your happy clients.