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Customer Service Starts at the Top
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Have you ever walked out of a
store because a salesperson was rude? Perhaps took your business elsewhere
because no one bothered to ask if you needed help? The success of your
company is directly related to the quality of the individuals you have on
the payroll. Creating an excellent relationship with your customers is the ultimate ticket to success and fortune, no matter what type of trade you partake in. That’s Business 101. Too bad very few companies practice it. Your employees are your business when they come face to face with a client. This includes your subs. It doesn’t matter if you’re building a 2000 square foot ranch home or a 200,000 square foot office building; your customers must always feel welcome, be treated with respect an listened too before, during and after the job. An attitude of customer service must begin with you…THE BOSS. You are an example which sets the tone for the company. Employees who witness the boss treating a customer honestly and kindly are more apt to get the message. Second…send the message…directly. Let your employees and subcontractors know they are to treat the customer with the utmost respect. Tell your clients if there’s ever a problem to have them call you and give them times when you’ll be available. Most people move every five years and if you’re someone they like and trust, you could end up building a new house for them five or ten more times. The best way to maintain an excellent working relationship (besides a very clear, well written and signed contract) is to let the right people interact with the client. Are you an excellent carpenter but moody and gruff? Fine. Someone in your company is a “people person.” Make them point of contact. This kind of attitude will keep the phones ringing long after the competition has sent their crews to the unemployment line. It’s a well-known fact that if a person has a good experience with a company, he/she will tell 5 other people. If they have a bad experience, they’ll tell 15 people. Considering that a majority of people hire contractors based on word of mouth, that’s a fact you cannot ignore. Remember, to you, this is a job. To your customer, it’s a frightening journey and the biggest financial investment of their lives. Take a moment to answer their questions and you’ll not only end up with happy clients, but most likely another job.Construction Estimating Software |
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