A lot of things have changed over the years, but a customer’s desire for a great service experience has remained constant. Angie’s List members are asked to grade on five specific areas when reviews are crafted. They are the areas of most concern and are a huge factor in their hiring decisions. Incorporating these five components of a customer’s hiring decision may help businesses earn loyal, repeat customers that may also contribute to the business’s bottom line.
When it comes to hiring for home improvement, consumers tell Angie’s List they have two major concerns: getting the work done and whether they’ll be charged a fair price. Quality isn’t just about the work completed; it’s also about the customer’s perception of the entire experience.
Obviously, doing quality work is crucial, but when a customer ends up unhappy and shares that experience, the problem is often rooted in a misaligned view of the final outcome. When delivering a quality job and experience, contractors should keep a few things in mind:
Professionalism affects almost every customer interaction, whether that’s communicating with them over the phone before the job starts, cleaning up once it’s finished, dealing with kids or pets, or the daily slog of getting the work done. And it has a huge effect on a business’s professionalism, from a customer standpoint. A 2015 Angie’s List member survey showed that a staggering 80 percent of the time, when customers expressed dissatisfaction with a service provider, a lack of professionalism was to blame. This can easily be avoided by incorporating the following:
When a potential customer reaches out for a job, they are probably sending inquiries to other service providers, too. One of the best ways to land the job and earn a customer’s satisfaction is to be responsive to their inquiries, questions and special needs. Make it a best practice to:
Most have experienced the dreaded half-day window of time when a service tech might show up. Customers have other commitments they’ve had to reschedule or rearrange to make sure they were home when a service provider arrives. Therefore, being just five minutes late is enough to cause a negative impression, according to a recent Angie’s List member messaging and scheduling satisfaction survey. Assume customers are working under tight deadlines, just like service providers, so accommodate their schedules accordingly. To help mitigate an unexpected negative series of events, remember to:
Pricing is a huge concern for customers. It’s one of the biggest worries they have when it comes to hiring contractors. Many times, customers are unfamiliar with the details that can affect pricing, like building materials, billing structure and other specifications of the job, so don’t take it personally. Help customers understand and feel better about the prices they pay – be sure to:
By providing an exceptional customer experience through excellent quality of work, professionalism, responsiveness, punctuality and price, businesses are able to deliver consistent services that can help to create loyal, quality customers upon which long term relationships can be built.