10 Ways Contractors Can Deliver Great Customer Service
A contractor depends on its service in a big way. And there are certain things that contractors with a reputation for incredible service all do.
Curious about what they are—and ready to take your business’s service to the next level? If so, here are 10 tips to do just that.
- Give potential customers quick estimates. Send them a cost estimate within 24 hours of any initial meeting.
- Ask your customers how they want to communicate. Email, phone calls, texting—there are many options these days. Asking your customers what they prefer shows you’re in tune with their needs.
- Have a web presence. People want to learn about your hours and services online. A website is best, but a Facebook® page can also suffice.
- Respond to online comments. Whether someone leaves a comment on a social media page, a review website like Yelp or sends a message through your website, it’s important to acknowledge and respond to each one in a prompt manner.
- Empower your employees. In addition to knowing how to do a job, your employees need to know how to treat a customer. Share your service guidelines with new employees—and offer refreshers to veterans employees as needed.
- Stay in touch with your customers. One way to do that is by sending an e-newsletter. E-newsletters can inform your customers of specials and new services. Seasonal tips on how to maintain their home are also appreciated.
- Give them something extra. Let customers know how much you appreciate them by offering a little something extra from time to time. It could be anything from an air filter if you’re an HVAC contractor or extra paint for touch ups if you’re in the painting business. Other options could include swag from your business like a calendar, key chain or notepads.
- Offer a satisfaction guarantee and/or warranties on your work. Having one shows your customers that you’re committed to great service.
- Follow up with your customers. Set a reminder to call your customers a few weeks after you complete a job. Ask them if everything is working as it should and if they’re satisfied with the job. Thank them for choosing your business.
- Immediately acknowledge any issues. If a customer has a legitimate complaint—or you simply sense that things aren’t up to snuff—act fast. Talk to your customer and apologize if necessary. Consider adding a discount to the work performed or offering an upgrade to compensate for the inconvenience.
ERIE believes that service is as important for an insurance company as it is for a contractor. That’s why ERIE—whose motto has been Above all in Service® since 1925—has a reputation for settling claims efficiently, quickly and fairly.
Another way your ERIE policy gives you great service is with access to a local risk control consultant who can evaluate potential hazards and recommend measures to reduce common risks.
Contact your ERIE agent to day to learn more about ERIE’s business coverage and to get a free quote.