If I were to ask you about the last time you had a really great experience as a customer, it might take you 3 seconds to recall a story about a positive, lasting impression of such an experience that left you happy, satisfied, and feeling well cared for. Similarly, it would only take you a few seconds to think of a negative experience you had that left you feeling angry, upset, irritated, ignored, and so forth.
Needless to say, customer experience is an important part of your business’s success. When your customers leave with a positive experience, they are more loyal to your company, more likely to share and refer your services to others, and write positive reviews that help your business retain revenue and gain new customers.
How do you make sure that your customer experience grows your business?
First Impressions
It all starts with first impressions. As the saying goes, you never get a second chance to make a first impression!
Whether you work with a customer for a few hours, a few weeks or a few months, the relationship you develop in that time is vital. From the first phone call to the final “thank you,” contractors should always focus on creating the best experience for every customer, regardless of project length or budget. You can create a truly tailored experience for each customer by simply paying attention and actively listening to what they tell you.
Word of Mouth Referral
Customer experience matters because it impacts potential jobs and the money in your pocket. If a customer has a great experience with you, they will tell their friends and family. Whether it’s a Facebook recommendation, neighborhood Facebook Group, or chatting with people in your area through the Nextdoor app, homeowners talk! If you present yourself well on the job, and in every interaction you have with your customers, they are sure to become evangelists and refer others to your company.
Power of Observation
Great customer experience begins with the right observations. By simply paying attention to the right details, contractors can tell a great deal about how to interact with each unique customer. If you listen to such details, you can anticipate needs and problems and respond to them even before the customer brings them up. You make the homeowner’s concerns, your concerns. Such observations and actions can land you the job as well as positive recommendations to friends and neighbors.
Fill out the form to download Why Customer Experience is Impacting Your Bottom Line and learn more about the 6 key observations that will help you create great first impressions and win the customer’s referral.
