It is vitally important that the contact you have with your customers inspires referrals, repeat business and positive word of mouth, as these factors are the lifeblood of most small businesses. Customers who are happy, loyal and satisfied with your service, are far more likely to make referrals and give positive recommendations, than less fulfilled customers.
We’ve put together a list of suggestions below, which we feel can help you achieve consistent customer satisfaction:
Offer 24/7 Emergency Call Outs
There is nothing more stressful than an emergency at home which you cannot fix yourself. Knowing that an expert professional is available to help can give incredible peace of mind.
When it comes to expensive equipment or fittings, knowing that they can be fixed quickly could be the difference between the customer choosing your company over a competitor. For example, at Datel, we are available 24/7 in the event of an emergency, and if resources allow, you could consider offering this service too.
Free Quotes and Estimates
Offering a free quote, or estimate for work, can make a customer far more likely to use your company. It is that crucial first step which creates momentum for the entire project. Clients are much more likely to move forward with the company who provided that first quote.
Detail and Honesty
Aim to provide as much detail and transparency for the customer as possible, before beginning work. Any costs, disruptions, or potential problems should all be discussed. Customers are much more likely to respond positively — and feel included — if these things are not sprung on them unnecessarily.
Respect The Environment
Respecting the environment means taking care of the physical space where you’re working — such as by tidying up as you go along, for example, or by ensuring that the site is returned to the state in which it was found, once the job is complete. But you can also go a step further and recycle waste materials.
Companies that are conscious of their customers — and the environment — are rapidly becoming more popular.
Provide Clarity & Simplicity
Arranging contractors and work can be a stressful time for the customer, so helping them to achieve confidence and clarity is key.
Try to help them clarify exactly what they need, what they want, and what their best options are. This can also be a good opportunity to outline how your company may be more suitable for them than your competitors are.
Simplicity from start to finish — where customers are always kept in the loop and fully informed about the process — can be key to a positive experience.
Offer Warranties On All Work
This helps to inspire the customer’s confidence in the company and provide peace of mind. Datel offer warranties on all our work, for example, and we are registered with our official industry standards authority, ECA.
Work Together And Adapt
Great customer service isn’t simply about everything going right all the time. It is about adapting effectively to problems and creating solutions together. Should a problem arise, work honestly and positively with the customer to develop a solution together.
Create A Customer Service Culture
Where possible, aim to set up your entire organisation with customer service at its heart. It can be incorporated into your values and mission statement, so that employees are always reminded of your goals. It can also be implemented practically, by devoting staff members to technical support and customer service roles.
If a culture of customer service is made integral to the company, you are bound to achieve positive results, and maintain loyal and satisfied customers. We are proud to have used these methods to achieve a 5* rating on Which and a 9.97/10 rating with Checkatrade.
In an era where customer service and personalisation may soon be a dying art, try leading the way by putting customer service at the heart of everything you do!