We all know how important customer service is to clients. If you haven’t read our article on how to give great customer service, bookmark it to read later. But sometimes home improvement companies can run into problems with their customers too.
If you run into an issue with your customer, it can sometimes be difficult to know how to solve it. There are generally 5 reasons why you might face problems with your customers, and we’re going to show you how to overcome them. You’ll end up with smiles all round.
1. Lack of communication
It’s not uncommon for there to be a lack of communication between consumer and contractor. It might be because the customer is too shy to say exactly what they want, or it could be that you’re not explaining things as well as you could. Don’t be afraid to ask your client if they understand everything and make sure you keep them up-to-date with the project.
As long as you include the customer in the entire process, there shouldn’t be any communication issues.
2. The customer struggles to explain their problem
It can be difficult for clients to explain what they want out of their project, especially when they can’t speak in technical terms. Try to help them along by asking about the origin of their problem or idea, and don’t use jargon.
Make sure that when you give your quote you fully investigate the area that they have a problem with. It will help you to make sense of the problem yourself rather than relying on what the customer says.
3. Aggressive behaviour
Sometimes if things don’t go right, customers can get very irate. Unfortunately home improvement companies can come across an angry customer every now and again, and it can be difficult to know how to deal with the situation.
The best thing to do is to keep calm and level-headed and state your case with facts and reasoned points. Avoid getting as angry as the customer because they could easily leave you a bad review. It might reflect well on you if you are able to diffuse the situation.
4. The results aren’t what the customer expected
It’s not the end of the world if the customer is unhappy with what you’ve produced. You might end up spending more time and money on the project than you hoped, but if you help to put the problems right then you could save your relationship with the customer.
If you manage to turn the situation around, you’ll probably get a positive review and perhaps even repeat business. The customer is also more likely to recommend you to family and friends.
5. No payment
This really is the nightmare of all contractors. But unfortunately, sometimes customers will refuse to pay. Hopefully you can resolve the client’s issue before they get to this point, but if you can’t there are mediation services available.
Some trade associations will offer mediation services with their membership, so look into any associations you are a part of. Also ensure that you cover your back completely – always do everything by the book so you can prove that you’ve followed procedures.
It’s also imperative to require the customer to sign a contract so that both parties know what is expected of them.
If you follow our advice for solving these common problems that home improvement companies face, you should have a pleasant experience with your customer. Is there anything else that you do to ensure that you and your client have a good relationship? Let us know on Twitter @QuotatisPro.