Every business is different but there’s one thing we all strive to do – make the clients or customers happy. It’s no different with the construction industry.
In this industry, disagreements usually happen when the contractor and the customer don’t see eye to eye. Clients have different expectations and they feel dissatisfied when their goals are not met. You’re probably familiar with the horror stories of construction or renovation jobs not turning out the way the client envisioned them to be. And unhappy clients equal no referral and no return job.
A good project manager understands that good customer service is imperative even for the construction industry. Happy clients bring in a lot of benefits to the company, more than just money.
Here are some great tips on how to keep your clients happy and satisfied.
Always think quality. Strive to exceed your customer’s expectations at all times. Pay special attention to what the client wants, remember the details no matter how insignificant and deliver quality services at all times. These small details may seem unimportant to you but it could mean a lot to your client.
Deliver on time. It’s never a good business practice to deliver late. Your project timeline is there for a reason. Being on time and staying within the budget shows professionalism and good work ethics. Of course, if any problem arises, communication between the client and the contractor can help work out the kinks and avoid problems in the future.
Keep the dialogue open. The secret to a successful project is constant communication between the client and the contractor. This way, the contractor can share updates, issues and insights about the project while the client can give recommendations or opinion. It also makes approvals smoother and faster.
Talk in layman’s terms. Remember that your client is not in the same industry as you. They don’t understand engineering or construction terms so keep your words simple and easy to understand. This makes it easier for the client to understand the details of the project.
Offer free services. Going the extra mile makes your client appreciate your work more. You can provide small installations or other menial jobs for free to make your client happier. Clients love getting something free, no matter how small it is. This could also mean more projects for you in the future.
What are the benefits of good customer service?
Maintaining a good relationship with your clients will bring more benefits to your company like:
• Referrals – A client is more likely to recommend you to others if they’re happy with your work and your services.
• Return customers – Happy clients will definitely come back because they’d rather work with trusted contractors than new ones.
• Competitive edge – Good customer service separates you from the rest, elevating you from the rest of the competition.
• More money – Happy clients mean more business for your company.
Providing good customer service is a win-win situation for you and your company. Remember that creating a better relationship with your clients will bring you more benefits.
