Customer service is a vital part of your contracting business. Contracting is rarely a one-and-done job. When you provide your clients excellent customer service, they’re more likely to return to you for their next home improvement project and recommend your services to friends and family. Of course the quality of the work is important, but no one wants to work with a contractor who doesn’t seem to care about them. To improve your contracting business, try these 2 tips for providing excellent customer service to clients.
Keep an open line of communication.
Communication is the most important part of providing excellent customer service to clients. From the very first meeting, you should be focused on clear and transparent communication. Thoroughly listen to your clients and show an understanding of what they want. Ask questions if you’re not sure, so you can make sure you’re giving them exactly what they want. Pay attention to the smallest details they mention. While they may not seem significant to you, they may be significant to your client. They will appreciate that you kept those small details in mind for the finished project.
When you’re discussing anything related to the project, be sure to use terms they understand. Not all of your clients will understand contracting jargon. Just like it’s important that you thoroughly understand their wants, clients also need to understand what you will be providing.
Finally, if there are any adjustments to the specifications or timeline that need to be made, address it with your client immediately. If you end up not having the budget to complete your original plan, include your client in the decisions on the adjustments. While this may seem simple, it makes a big difference in your customer service.
Throw in something for free!
Everyone loves free things, and construction clients are no exception. To provide excellent customer service to your clients, especially ones where issues have come up during the project, throw in something for free! This doesn’t have to be anything fancy or something that will cost you a lot of money; just the thought of getting something for free is what matters. Working on a kitchen remodel? Upgrade the cabinet handles for free. Notice something that needs to be fixed and won’t affect your bottom line too much? Go ahead and fix it without charging. Your clients will appreciate this, which could lead to repeat business and referrals.
If you want to really go the extra mile, offer something free on the front end, like financing. Finding home improvement financing can be a hassle, so offering this service saves your clients time. If they’re struggling with a realistic budget, financing will help them afford their dream home improvements. With HFS Financial, you can offer your clients an easy financing option. All they have to do is fill out our free 60-second loan application, and we’ll do all of the hard work to find them the right loan. Partner with HFS Financial today by calling 1-800-254-9560. “You Dream It, We Finance It.”