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Tips for Providing Unmatched Customer Service

National Home Improvement Month

May marks the beginning of National Home Improvement month! A month the National Association of the Remodeling Industry created in 2002 as a way to make it easier for homeowners to find qualified contractors for their home improvement projects. This month, and every month, it is essential you focus on providing excellent customer service to your clients, which will lead to an outstanding reputation in your industry.

Excellent customer service leads to happy customers. Happy customers will leave you great reviews and promote your business via word of mouth when friends or family ask for a recommendation. More recommendations will lead to more business, generating more revenue. It is a win-win for both you and your customers. Your customers get to work with a great company, and you begin to grow your customer base and obtain more business.

Here are some simple tips and tricks to help improve your customer service and make your business stand out amongst the competition.

  1. Beef Up Your Online Presence: Make it easy for customers to find your business when they google contractors in their area! You should have a website and social media channels that you are updating consistently. These channels should have a simple way for customers to contact you, whether by phone, email, or a contact us form on your website. Your hours of operation should also be up-to-date and easy to find on each platform.
  2. Stay in Touch with Customers: Think about launching an online blog or newsletter where you can share the latest happenings within your company. A newsletter is a great place to convey current promotions or tips and tricks for helping a customer keep an appliance up and running in-between service visits. Sharing these types of suggestions will allow your customers to start viewing you as a thought leader within your industry and a go-to when issues arise. You can incorporate the newsletter or blog into an email campaign to provide customers with information relevant to them.
  3. Effectively Communicate & Listen to Customers: When you gain a new client, you should see how they want to be contacted, whether by phone call, text, or email. Your customers will appreciate that you can adapt and tailor communication to their specific needs. You should also make sure you are intently listening and watching your customer's verbal and non-verbal cues. Listening to the customer's wants and needs can help eliminate any issues that may come up during a project.
  4. Train Employees to be Product/Service Experts: Your employees are a reflection of you and your business, so they must know your products and services just as well as you do. Take time to train your employees to answer any questions that may come up when interacting with a customer. It is essential to provide ongoing training to employees, so they are up to date on your company's newest products and latest offerings.
  5. Reply Quickly to Customer Inquiries: You should aim to get back to any inquiry a customer makes within 24 hours, whether by phone or email. If you do not, customers will likely go elsewhere. Prompt customer service is a pivotal differentiator to have in a competitive landscape. These days, customers have endless amounts of information available at their fingertips. Consumers no longer are willing to wait long for information, so timely follow-up is crucial.
  6. Promptly Address Negative Reviews: You must address and respond to any negative reviews as quickly as possible. You should reach out to the customer to try and offer a resolution for the issue that occurred. Use these situations as a teaching moment for your employees so everyone realizes what could have been done differently to eliminate the problem and learn what to do next time you are in a similar situation.
  7. Follow-up and Thank Customers: You should make it a standard practice to follow up with your customers after completing a job to gauge their satisfaction level with your work and to thank them for trusting your business with their project. This can be anything from a handwritten thank you note or email letting the customer know you value their happiness. This small, quick gesture will let your customer know that they are an important client, making them more likely to use you for their next project or service, or recommend you to a family member or friend.
  8. Ask for Feedback: Once a job is complete, send out a survey regarding the job, or ask your customer for feedback on what you and your business did well or what you could have improved. Once you gather feedback, take time to analyze it and determine what steps you can take to improve your business.

Remember, the customer is your number one priority. Without them, your business will not succeed, so it is necessary to provide excellent customer service daily. Follow these simple, quick steps to start improving your customer service and to make a great name and reputation for your business in the marketplace.

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