Some construction professionals have dismissed the importance of customer service in the construction industry, not worrying if the customer experience is good, as long as the project result meets expectations. Don’t make this mistake - your company is not a single-dimensional company. Yes, you are a construction company, so you must provide quality construction services. However, the customer is the reason for your work, and so the entirety of their experience matters, not just the result. Extraordinary customer experiences create happy customers, and happy customers generate new business.
“If you do build a great experience, customers tell each about that. Word of mouth is very powerful.”
- Jeff Bezos, Founder of Amazon.com
We know from personal experience and business statistics that the recommendation of a trusted friend, family member, or associate is valued highly when consumers are choosing between service providers. Ensure that the words coming from your customers’ mouths are glowing recommendations by providing the best customer experience from start to finish.
“A satisfied customer is the best business strategy of all.”
– Michael LeBoeuf, Author of How to Win Customers & Keep Them for Life
Satisfied customers will return time and time again as repeat customers. Repeat customers lower customer acquisition costs and ease the start-up of new projects because your repeat customers already know what type of experience to expect. They are coming to the table with a built-in trust in your company and loyalty to your services.
“A brand is no longer what we tell the consumer it is – it is what consumers tell each other it is.”
- Scott Cook, Co-Founder of Intuit
Welcome to the age of social media! Today, customers are able to share their feedback, experience, and recommendations with thousands of people – friends, acquaintances, strangers – with a quick click. And a single search compiles all of this content into pages of results for potential clients when checking you out online – don’t be afraid of being “Googled!” Be where your customers and potential customers are – a positive social media presence and the free marketing of happy customers will be the game changer your company needs to stay current in the landscape of the business industry today.
Interested in more insights about best practices for client relations? Take a look at: