No one wants their daily routine messed with. That’s why it’s a routine to begin with. You’re familiar with it, you’re comfortable with it, and it simply works. Any time you have work done in and/or around your home, someone’s going to be tampering with the client’s day. Follow these quick and easy steps to ensure your contracting customers know exactly how you’re going to disrupt their homes and lives.
Headline Customers
You’re not going to believe us on this one. But if you tell your customer what to expect, before said task actually happens, they are (gasp) usually perfectly fine with it! How many times have you been in a line and someone bumped into you to reach for something? You probably thought they had bad manners and might have even been put off by it for a short while. Imagine if that same person (before coming through) asked, “Excuse me. So sorry. Is it okay if I get through real quick?” You would be much more likely to understand where they’re coming from. Simply outlining what’s expected IS expected and can go a long way.
Listen Well
One of the best ways to communicate with someone is to listen to what they have to say. You can learn pain points or concerns your customer may have. Everyone wants to be heard. Give your customers that opportunity.
This is also a great time to ask questions. Find out exactly what your customer wants and expects from you, and ask them what they feel comfortable with. Doing all of this may seem like basic etiquette, but you’d be surprised how often this step is missed on the customer service end.
Help them see the big picture. Providing an infographic or FAQ page can work wonders when you’re trying to properly prepare a contracting customer. Does your client really know what to expect when construction begins? (The answer is probably no!) You have the privilege of being there to help prepare them.
A little info goes a long way. An introduction email and a simple phone call can handle the majority of issues before they even arise. Take advantage of that. “Dear Mrs. Customer, I just wanted to let you know your backyard is going to be pretty messy these next few months. Here’s what you can expect.”
Short recap: Headline (state up front what the expectations are), ask questions, listen, and help show the big picture.
Don’t forget by setting customers up with home improvement loans that you’ll be increasing their budget. This can lead to bigger jobs, more quality work, and more quality materials. It’s time to offer another perk for your customer. Get in touch with HFS Financial today to see how we can help!