The idea that customer experience matters is nothing new. For decades, businesses have known that happy customers are return customers, and offering 5-star customer service has always been a priority.
However, customer service doesn’t always get the attention it deserves. This is especially true in the ;.., where customer service is often overlooked, despite being even more crucial to business success. Here are 3 reasons that home repair companies should be investing in customer service:
Trust is Essential
Trust is really important in the home repair industry. We’ve all heard stories of ‘cowboy builders’ who overcharge and underdeliver, and that has made consumers in this industry suspicious.
Unlike other industries, like retail, customers aren’t coming to your store – you’re going to their home. That means crossing a certain barrier when it comes to trust. They have to trust your company enough to invite you or your team into your home.
They’re also putting their faith in you that you’ll repair their home so that it continues to be a safe place to live for them and their families, and you can bet that they’ll want to make sure you’ll do a good job.
Customer service is vital to earning the trust of your customers, both directly and indirectly. When you meet them for an initial consultation, how you interact and communicate with them will make or break the sale
Additionally, providing excellent customer service means that your previous customers are more likely to have positive things to say about you, which can help boost your credibility on online marketplace trust sites like the Better Business Bureau. Foundation repair companies that have an A* Better Business Bureau rating command more trust from their customers as a result.
Reviews and Recommendations are Important
On a similar note, reviews and recommendations are incredibly important – and positive reviews come from positive customer experiences.
These days, one of the first thing buyers do is look for online reviews before they do business with a company. For that reason, honest, unbiased customer reviews act as powerful user-generated marketing content for your brand.
If you provide 5-star customer service, your customers are also more likely to recommend your business to their friends, colleagues, and family members. This can provide invaluable word-of-mouth marketing that costs nothing.
It’s a Long-Term Investment
Customer service is a long-term investment. It’s proven to have a huge impact on your bottom line; it leads to fewer warranty claims, shorter sales cycles, and more sales leads.
All these things are measurable results that show that customer service has a real, quantifiable ROI. The ROI might just take a little longer to see. You’ll be trading short-term gains for long-term succes but, ultimately, long-term success is what really matters.
Make sure you don’t neglect customer service – it’s just as important as investing in other marketing channels. Provide an excellent customer experience at all stages of the repair project, from the initial consultation right the way through to project completion, and you might just see your profits grow.