Customer satisfactions is a primary goal for any business that offers services. It is one of the things that has the strongest impact on our bottom line and, without it, there is absolutely no potential for growth. This is why it stands as the central goal for any business, and there is no going around it.
As far as construction contractors go, they do get a bad rep due to the nature of their job, as well as stereotypes that follow them. This is why it can be even more difficult for them to achieve their goals when it comes to customer satisfaction. Most people are naturally guarded and careful with contractors, since they expect to be manipulated into something, or swindled into paying more than they need to. Here are some practical tips to help you manage this initial distrust and create a better relationship with your clients.
Nothing but the truth
When you are in the negotiation period of the project, you will need to focus on being honest and realistic about the project’s scope and costs. It sometimes happens that a contractor will give an optimistic assessment of the project timeline and/or difficulty in order to avoid losing your client. This is very destructive to your reputation, and it is sometimes better to lose a project than to accept one you cannot do properly and as required by the client.
Contractors are notorious about being late with finishing their deadlines. The customers almost always mentally prepare for a breached deadline. The best way to earn their respect and loyalty is to simply prove to them that this stereotype does not apply to your company. Do the work in the agreed amount of time and you will definitely get recommendations and call backs.
Clean up after yourself
Nothing destroys the impression of a job well done like a messy site. It is all about presentation and, if you leave the project in a messy state, you will actually be doing yourself more harm than good. It doesn’t take too much time to get a site in order and it is a great way to impress your customers.
Research customer relations best practices
This is something that not many contractors focus on, but it should be considered a business essential. Every interaction with a customer needs to be polite, straightforward and professional. This goes for your entire team, and you should invest some time into educating them, to help them learn that professional tone and the rules of professional conduct.
Discussing project costs and finding ways to fit them into your clients’ budget is always a tricky thing. All the costs of construction and material acquisition need to be laid out and agreed upon before the project starts. This transparency can be hard to achieve without proper credit card processing.
This is why it is important that you rely on legitimate credit card processing company rankings to help you find solutions that suit your needs perfectly. There is no room for mistakes when it comes to money since it can create a complete meltdown with the client and this leads to bad reviews and poor reputation.
Do a follow up
Regardless of the fact that you left the customer satisfied with the work you did, doing a follow up and seeing if they found any problems with it about a week down the line can mean a lot. This shows the client that you are legitimately interested in providing 100% customer satisfaction. The goal here is to impress and the only way to do this is through communication.
Customer satisfaction brings in new revenue, there is no doubt about that. There are a few things that are as powerful as word of mouth. When people seek a good contractor, they are far more likely to take someone who has worked with somebody they know and who has left a good impression on them. Trust is something you need to earn with consistent work and supreme customer relations. We hope we managed to help you out and good luck with your future projects.