How to Build the Best Experience for New Customers

What kind of experience do you provide for new leads and clients? 

If you don't have a good answer apart from "calling them, setting up an appointment, and doing the job," your customer experience might be lacking. 

You don't want to treat your clients the same as every other painting company. Rather, you want them to feel like you can offer something that they can't: dedication to extraordinary customer service. This is one of the best ways to demonstrate your unique value and distinguish yourself from your competitors. 

How can this be achieved? 

It's true that setting yourself apart as an industry professional is not exactly a piece of cake. Many will list off customer service, cost-efficiency, and other typical business standards in their value propositions. But promoting good customer service isn't the same as building an exceptional experience for your clients. The latter requires making a special effort to ensure that your customers feel like they're appreciated and prioritized. 

Here are some best practices for providing an outstanding customer experience for incoming leads and new clients.

Give them a heartfelt welcome.

When you acquire a new client or lead, be sure to send them a personalized welcome email or a handwritten note thanking them for their business. Though this might seem like a hassle, it can do a lot to improve the customer experience. 

Think about how you would react to a personalized message from a contractor you just hired. Most contractors don't go out of their way to do this, and the fact that they took the time to perform this small courtesy indicates their dedication to making clients feel appreciated. Chances are, you'd be more inclined to hire them again in the future. 

Likewise, if you haven't hired this person yet, you might be more willing to trust them over their competitors, given that they've made an effort to connect with you on a personal level. For the client, this means a heightened sense of comfort. For the contractor, it means more business opportunities and a better track record for customer satisfaction.

Form a connection.

The next step in building a strong relationship with your clients is getting to know them. In understanding who they are, how they tick, and what they expect out of a home improvement project, you can work more effectively to meet their needs -- which, ultimately, makes for happier customers. 

Fostering a good client-contractor relationship requires active communication. Though some clients and prospects will prefer to get right down to business, most would rather start with some conversation. Ask them about their family, their work, and their hobbies. Find out what their passions are, and try to find some common ground. Maybe you both love hiking, or you attended the same college. 

Discovering similarities and building a connection can make the client feel more at ease. And given that they'll probably be spending a large sum of money on the project, comfort and trust are extremely important to producing a positive customer experience.

Make yourself available.

As with every relationship, it's hard to keep things going if you're never there when they need you. If you want your customers to have the best possible experience, you've got to demonstrate that you're available to handle any questions, concerns, or problems that may arise. Make sure they've got all of your contact information. Let them know that they can reach you via phone, email, text, Facebook, or whatever method of communication they might prefer. 

Obviously, you won't be able to answer every phone call and respond immediately to every email. Like most professionals, your plate is probably pretty full. But it's not a bad idea to set a time frame for getting back with people. Let your clients know that you will always return their calls within x hours, and that you will try to respond to urgent requests as soon as possible. They'll feel better knowing they won't have to struggle to get ahold of you, and you can rest assured that your customers' needs are being met.

Be considerate.

This one's a no-brainer, but it's always worth mentioning. That's because, even in an industry that depends so heavily on kindness and courtesy, there are still so many contractors who forget about good manners. 

Your team should remember that they are responsible for creating a good reputation for the company. This is best accomplished when you and your employees act professionally. Dress in proper attire, and put on boot covers before you enter someone's home, even if your boots aren't dirty. Keep your work area clean and tidy, picking up after yourself before you leave for the day. Ensure everyone is using appropriate language. 

Most importantly, respect the customer's time and space. Try to arrive on time (or even five minutes early) for every appointment or scheduled job, and keep the client updated on any delays. Furthermore, remember that this is their home, and that you should treat everything in it with utmost care.

Resolve problems quickly.

In reality, when you're dealing with a home improvement project, you can't do everything perfectly one hundred percent of the time. Even if you do your best to avoid errors, there is always the possibility that your work will not align with client expectations. In these situations, you should focus on resolving the problem as soon as it arises. 

When you become aware that something has gone wrong, or that the customer is worried or unhappy, it's essential that you give them a call and try to sort things out. Find out what you can do to alleviate their concerns, whether this means redoing a portion of the job or simply giving a heartfelt apology. 

Addressing the issue immediately reassures the client that you are available when they need you and willing to take their thoughts and opinions into consideration. In the end, this is the best way to build a positive overall experience for your customers.

What's next?

5 Things Contractors Should Do Before Calling a Referral Getting a referral can make you feel over the moon. You've just been handed a free lead, someone is very likely interested in hiring you for a project. Not to mention, being referred means that the referrer was pleased with your services, and that they've given you their stamp of approval...Continue Reading

Why Online Reviews Are Good for Your Construction Business Like any business owner, you want people ranting and raving about your company. That's because consumers tend to trust other consumers -- especially when those other consumers are friends, family, or members of their community. Online world-of-mouth marketing allows you...Continue Reading