November
01
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What Every Contractor Needs to Know When Providing an Exceptional Client Experience
Every homeowner has their vision of what a dream home looks like, and while some of them will try to do some DIY thanks to their past experience with DIYs or what they’ve seen on tutorials, but others will opt for the safer bet of hiring a contractor. There’s no doubt that contractors help out in creating that dream home that homeowners want, and at the same time, they help preserve the home in pristine condition, too, thanks to repairs.
With that said, it’s not just the end result that determines if a home contractor did a fantastic job; it’s also the service they provide, the whole customer experience. It’s not just about leaving a lasting impression on business partners but your clients, too. They’re the ones that will give you repeat business and recommend you to their network. So, here’s what every contractor needs to know when it comes to providing exceptional customer experience.
It’s All Going to Start with Effective Communication
For whatever reason, contractors seem to have a reputation for having bad communication; it’s almost a stereotype at this point, really. So, if you really want to stand out, you’re going to have to have completely effective communication, essentially flawless. This means that clear and transparent communication is the cornerstone of a positive client experience. So you’re going to have to keep your clients well-informed at every stage of the project (really, every stage). Discuss timelines, budgets, and any potential complications.
Plus, you’re going to want to encourage open dialogue, address concerns promptly, and provide regular progress updates. Also, one thing that so many contractors get wrong is pricing and how to pay; this is a major issue. So, it’s going to help to come up with an invoice statement prior about the estimation of the cost for the overall project and even consider packing portable credit card readers for home contractors with you as well. All of this is a part of the equation for effective communication.
Your Quoting Needs to Be Accurate
This was briefly mentioned above, and this isn’t a joke; this is a pretty major thing that immediately destroys trust and the customer experience altogether. So, be sure to provide detailed and accurate project estimates. Clients appreciate transparency when it comes to costs, but they essentially expect this, too. So, you need to be upfront about potential expenses and any factors that may affect the budget. Avoid hidden fees, and strive to stay within the proposed budget.
There Has to Be Consistent Quality
You can’t have one project be flawless, and the next thing is awful; it just doesn’t work that way. So, you have to keep in mind that consistency in the quality of your work is vital for building trust and repeat business. You’re going to have to deliver the same level of quality as promised, regardless of the size or scope of the project. No matter what, in your business, you absolutely need to strive for excellence in every task you undertake.